Job Description

We want you to know

CenterPoint Energy and its predecessor companies have been in business for more than 150 years. Our vision to lead the nation in delivering energy, service and value drives our strategy and performance. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.

Diversity and Inclusion

CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.

At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.

What we bring to you

Competitive pay
Paid training
Benefits eligibility begins on your first day
Subsides metro and parking discounts
Flexible work schedule, paid holidays and paid time off
Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston
Professional growth and development programs including tuition reimbursement
401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution with immediate 100% vesting.

To be successful in this role you will:

Responsible for creating and developing various scenarios based on possible conditions/outcomes and for keeping management informed and prepared with regards to projecting future scheduling needs and optimization.
Responsible for implementing any approved changes or courses of action with Workforce Management Software & Tools and coordinating with the vendor(s), CNP IT, and CNP Telecom.
Responsible for reviewing and updating forecasts & staffing requirements and creating optimal schedules for his/her assigned Skills/LOB’s to best optimize the call center’s resources and reach optimal service levels mandated by the Management Team. 
Intra-day contact distribution arrival patterns & accurate daily & internal IDP’s.
Based on the workload forecasts, determining ½ hour staffing requirements for all call centers (both internal and outsourced) resources utilizing the WFM planning tool/application and associated processes in an effort to optimize service level and productivity.
Assist in the maintenance of an integrated mid- to long-term resource plan to ensure proactive planning and optimal utilization of resources including call center agents and support personnel, premise based technologies (e.g., workstations), voice and data networks, and other facility related needs (e.g., training infrastructure) based on forecasted workload, and service level and financial/utilization objectives.
Work closely with the Real-Time service level team in achieving customer service level goals and department efficiency – to include historical performance review and process improvement.
Ensure optimal schedule alignment with Resource Requirements.
Provide daily and interval net staffing requirements to outsourcers.
Provide analysis on how well resource alignment (schedules) will be, has been, and currently is.
Provide analytical support and expertise for call center processes.  Improve efficiency related to the execution of scheduling processes and the completion of issues.
Monitor, evaluate, and update WFM processes.  Re-engineer where needed.
Mentor other WFM Analysts – Real Time & Tactical Scheduling Analysts
Prepare spreadsheets and graphics as required for reporting, analysis and documentation.
Identify potential issues offering opportunity for enhanced efficiency. 
Read and understand long term and short term forecasts and develop and optimize a strategy for the call center staffing & scheduling.
Create and analyze different types of staffing scenarios to determine the best optimization of call center staffing.
Analyze intra-day call patterns and intra-week call patterns to better determine where the call center staffing is most effectively mobilized.
Assist with and act as back-up for tactical scheduling and forecasting.  This includes being able to analyze, design, and implement daily schedules and assist in scheduling/approving/denying off phone activities so as to maximize Service Level to Customers.
Create & optimize annual and monthly vacation slots for each business unit or staffing group.
Provide Monthly DEFCON Status based on pre-planned events.  Optimize and change status as needed.