Resource Planner at WEC Energy Group

WEC Energy Group is one of the nation’s largest electric generation and distribution and natural gas delivery holding companies, with the operational expertise and financial resources to serve the Midwest’s energy needs safely, reliably and responsibly.

Our subsidiaries focus on reliable service, customer satisfaction and shareholder value. Together, we provide energy services to more than 4.5 million customers in Wisconsin, Illinois, Michigan and Minnesota. Our combined assets allow operating efficiencies across 70,600 miles of electric distribution lines, 50,700 miles of natural gas distribution and transmission lines, and 7,100 megawatts of reliable power plant capacity.

Our family of companies is committed to delivering world-class reliability and the very best customer care anywhere. Customers are the heart of our business, and we work every day to help grow and support communities where we provide vital energy services. As a Fortune 500 company, we value and develop our employees who are making a difference in a mission that matters.

WBS, a subsidiary of WEC Energy Group, is seeking a Resource Planner in our Milwaukee, Wisconsin location. Job Summary

Will primarily be responsible for planning, allocating and making decisions on the assignment of all Internal and External Customer Care Center staff resources (>400 individuals) in Customer Service. This includes: forecasting volumes and workloads; scheduling consultants across multiple care centers; analyze data and make recommendations/real-time decisions to improve the workforce allocation in order to optimize capacity and increase customer satisfaction.

Manage allocation of staff/other resources

• Forecast call and email volumes to adequately staff care center operations. 
• Create/modify work schedules that efficiently meet projected resource requirements and service level objectives, follow contractual scheduling requirements, address quality of life concerns, achieve budget objectives. 
• Work with safety/training staff and work groups to develop training schedules that ensure critical training needs are met while achieving operational/service level objectives.
• Develop/administer vacation schedules that support vacation needs while ensuring that operational/service level objectives are not compromised.
• Work with Union Stewards on resource management questions/issues, solicit input on changes/implementation issues on resource management processes, resolve concerns at the lowest level.
• Forecast supplemental staffing needs e.g., seasonal employees. 

Real Time Resource Management

• Manage real time staffing and adherence that maximize all dedicated/supplemental resources.
• Make real time evaluations/projections of daily work load volumes. On a daily and continuous basis, update work load projections, and calibrate closely with all Care Center Team Leaders
• Work closely with Team Leaders on personnel issues related to performance. 
• Provide supporting information, observations, and reports. 

Budget

• Support budget development through solicitation of inputs, projection of resource needs, presentation of budget requirements.
• On an as-needed and monthly basis, update budget status. 
• Evaluate performance to budget requirements; identify differences to planned budget/potential causes. 

Develop/maintain reports

• Monthly performance reports.
• Performance Management reports.
• Other reports as determined. 

Personal Development

• Establish career plan with the Operations Manager that will enhance acumen of the Resource Planner consistent with industry trends.
• Actively pursue knowledge in the utility industry, ensure up-to-date best practices are learned.

• 3 - 5 years experience with data analysis, resource allocation, planning/scheduling and budgeting or customer service experience within a call center environment
• Experience/advanced knowledge: Workforce Management software, MS Office, Share-point, IVR software

• Bachelor's Degree preferred but not required