Contact Center Workforce Planning Associate III

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

Job Title:Contact Center Workforce Planning Assoc III

position Overview:

The Contact Center Workforce Planning Assoc III plays a critical role in optimizing contact center operations. This position is responsible for advanced scheduling, forecasting, reporting, and performance analysis of contact center agents and activities. The analyst will lead efforts to enhance, implement, and document Workforce Management (WFM) processes, ensuring alignment with industry best practices.

By leveraging data-driven insights and collaborating with key stakeholders, this role supports strategic staffing decisions that drive operational efficiency, agent engagement, and service excellence. The Contact Center Workforce Planning Assoc III will serve as a subject matter expert in WFM tools and methodologies, contributing to the achievement of internal performance goals and the delivery of exceptional customer experiences.

Additionally, this role will utilize cloud-based contact center platforms and AI-enabled technologies to streamline operations, automate processes, and improve forecasting capabilities. The analyst will play a key role in identifying and deploying innovative solutions that enhance self-service capabilities, reduce call volume, and support continuous improvement across the contact center ecosystem.

Location: Hybrid, Downtown Pittsburgh, PA

Responsibilities:

• Leverage Cloud-Based Contact Center Platforms:Utilize tools such as Genesys Cloud, NICE CXone, Five9, or Verint to manage and optimize workforce operations, ensuring scalability and flexibility in service delivery.
• Advance AI-Driven Efficiency: Deploy and assess AI tools like predictive routing, agent assist, and sentiment analysis to enhance customer experience and reduce handle time, with a focus on continuous improvement.
• Collaborate on Technology Enhancements: Partner with IT and operations teams to evaluate and deploy new features or integrations that enhance contact center performance and agent productivity.

• Telephony System Optimization: Perform configuration updates to outbound dialers, IVR messaging, call flows, and routing strategies to support operational needs.
• Optimize Workforce Through Automation: Identify opportunities to automate scheduling, forecasting, and real-time adherence using advanced WFM features and integrations.
• Drive Call Shedding and Self-Service Optimization: Identify and implement opportunities to reduce call volume by enhancing self-service options and digital deflection tactics. Partner with cross functional teams to analyze call drivers and optimize customer experience through proactive solutions.
• Forecast Staffing Requirements: Use Workforce Management software to model and project staffing needs based on historical call volumes, seasonal trends, and anticipated business changes.
• Real-Time Performance Oversight: Monitor agent adherence and contact center performance in real time, making adjustments to maintain service levels.
• Channel Workload Balancing: Monitor and adjust workload distribution across phone, chat, and email channels to ensure service level targets are met.
• Coordinate Scheduling Needs: Manage and approve training, vacation, meeting, and all offline requests for Customer Care teams, including Customer Service Representatives (CSRs), Shift agents, and Technical Support Representatives (TSRs).
• Performance Reporting & Analysis: Generate, interpret, and present contact center performance reports to identify trends and recommend improvements.
• Vendor Performance Management: Evaluate outsourced vendor performance and balance workload between internal and external centers to optimize efficiency.
• Outbound Campaign Monitoring: Track daily campaign metrics to ensure completion and effectiveness of outbound contact efforts.
• Ensure Labor Agreement Compliance: Maintain adherence to scheduling and notification requirements for both Full-Time and Part-Time employees in accordance with current labor agreements.
• Cross Department Collaboration: Communicate regularly with internal departments to understand evolving business needs and adjust staffing plans accordingly.
• Emergency Response Support: Assist in planning and executing staffing strategies during emergency outages or high-impact events.
• Flexible Scheduling: Maintain availability for planning activities outside of standard business hours as needed.
• Additional Duties: Perform other related tasks and responsibilities as assigned to support contact center operations.

education/Qualifications:

• Bachelor’s degree in Business, Mathematics, Statistics, or a related discipline required
• Minimum of 3 years of experience in Workforce Management within a contact center environment
• In lieu of a degree, a combination of equivalent education and relevant experience may be considered
• Proven expertise in data analysis, forecasting, capacity planning, IVR routing strategies, and performance reporting
• Familiarity with utility industry operations and regulatory considerations is a plus

Skills and Abilities Utilized in this Role Include:

• Hands-on experience with contact center systems, particularly cloud-based platforms such as Genesys Cloud, NICE CXone, Five9, or Verint.
• Experience with AI tools and strategies in a contact center environment (e.g., chatbots, predictive analytics, speech analytics)
• Proficiency in Microsoft Office Suite, especially Excel for data manipulation and reporting and experience with data visualization tools (e.g., Power BI, Tableau)
• Solid understanding of contact center operations, KPIs, service level objectives, and staffing models
• Demonstrated ability to analyze complex datasets and apply statistical methods to drive operational insights
• Strong problem-solving skills and a proactive approach to identifying, implementing, and documenting process improvements
• Collaborative mindset with the ability to work cross-functionally and influence stakeholders at various levels
• Excellent oral and written communication skills, with the ability to explain complex, difficult and/or sensitive information in a professional and accessible manner
• Comfortable working in a dynamic, fast-paced environment with shifting priorities

Must possess a positive attitude and strong values that fit with the Company’s core values:

• Energized to shape the future;
• Bold in thinking and exploration of new possibilities;
• Collaborative in approaching all challenges;
• Responsible in commitment to safety, management of assets and finances and interaction with colleagues, business clients and other stakeholders;
• Selfless in serving the community, both on the job and through volunteerism.

Scope:

Primary focus is on daily deliverables, outputs and reporting. Typically accountable for managing ones own time and work flow. Responsible for using prescribed guidelines to analyze situations and solve problems. Work activities are typically moderate to complex in nature requiring the incumbent to draw on previous knowledge to perform role. Continues to build knowledge base but has a solid foundation to act independently the majority of the time. Still draws on experts and managers when needed but less frequently.

Decision Impact:

Problems and issues faced are generally defined though at times can be vague. Draws on past experience on a regular basis. Accountable for direct level of reasoning and decision making.

Hybrid Work:

Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles:

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset.

Data Governance:

Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

EQUAL OPPORTUNITY EMPLOYER
Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings’ commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.