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National Grid Director, Workforce Management, Customer Service in Waltham, Massachusetts

About us Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business. National Grid is hiring a Director, Workforce Management for our Waltham, MA location. ## Job Purpose Leader responsible for building, managing and owning workforce management strategy, process, and execution across contact center universe. ## Key Accountabilities + Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards + Maintain oversight of short term/long term staffing forecasts for a multi-site, multi-channel operations center, providing staffing recommendations + Lead reviews of Call Center efficiency and customer service performance to ensure business needs and financial performance are met + Oversees forecast of call volumes, analyze historical call volume; project budgetary expenses, determine future costing. + Manage Day-to-day optimization of sourcing mix + Responsible for Vendor workforce management + Develop contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis of projects providing input for future process improvements. + Perform Root Cause Analysis (RCA) on Service Level misses and forecast variances. Develop and implement action plans to reduce or eliminate root cause and improve operational performance + Oversees necessary projects that are required from a telecom perspective and ensures successful implementation (e.g., IVR, Virtual Hold, Call Management systems) + Responsible for accurate periodic and on demand Regulatory reporting + Oversees the analysis of call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals. ## Qualifications + Bachelor's degree in General Business or equivalent knowledge and skills obtained through a combination of education, training, and utility experience, is preferred + 10+ years of experience leading workforce and/or performance management teams with the capability to attract, mentor, retain and develop talent + Familiarity with queueing theory and workforce management software ## More Information National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.