JOB REQUIREMENTS: WBS, a subsidiary of WEC Energy Group, is seekingaResource Planner in ourMilwaukee, Wisconsin location. Job Summary Willprimarily be responsible for planning, allocating and making decisionson the assignment of all Internal and External Customer Care Centerstaff resources (\>400 individuals) in Customer Service. This includes:forecasting volumes and workloads; analyze data and makerecommendations/real-time decisions to improve the workforce allocationin order to optimize capacity and increase customer satisfaction. JobResponsibilities Manage allocation of staff/other resources Forecastcall and email volumes to adequately staff care center operations.Create/modify work schedules that efficiently meet projected resourcerequirements and service level objectives, follow contractual schedulingrequirements, address quality of life concerns, achieve budgetobjectives. Work with safety/training staff and work groups to developtraining schedules that ensure critical training needs are met whileachieving operational/service level objectives. Develop/administervacation schedules that support vacation needs while ensuring thatoperational/service level objectives are not compromised. Work withUnion Stewards on resource management questions/issues, solicit input onchanges/implementation issues on resource management processes, resolveconcerns at the lowest level. Forecast supplemental staffing needs e.g.,seasonal employees. Real Time Resource Management Manage real timestaffing and adherence that maximize all dedicated/supplementalresources. Make real time evaluations/projections of daily work loadvolumes. On a daily and continuous basis, update work load projections,and calibrate closely with all Care Center Team Leaders Work closelywith Team Leaders on personnel issues related to performance. Providesupporting information, observations, and reports. Budget Support budgetdevelopment through solicitation of inputs, projection of resourceneeds, presentation of budget requirements. On an as-needed and monthlybasis, update budget status. Evaluate performance to budgetrequirements; identify differences to planned budget/potential causes.Develop/maintain reports Monthly performance reports. PerformanceManagement reports. Other reports as determined. Personal DevelopmentEstablish career plan with the Operations Manager that will enhanceacumen of the Resource Planner consistent with industry trends. Activelypursue knowledge in the utility industry, ensure up-to-date bestpractices are learned. Minimum Experience Required 3 - 5 yearsexperience with data analysis, resource allocation, planning/schedulingand budgeting or customer service experience within a call centerenvironment Experience/advanced knowledge: Workforce Managementsoftware, MS Office, Sharepoint, IVR software Preferred QualificationsBachelor\'s Degree... For full info follow application link. *****APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/4430125ABA30408E