Business Support Specialist - Cust Ops

Job Opportunities At Public Service Electric & Gas Co.

We're one of the country's largest energy companies, with a vision of powering a future where people use less energy, and it's cleaner, safer and delivered more reliably than ever. We're also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day. Here, you'll have the stability and exciting opportunities that come with being a Fortune 500 company along with a supportive, friendly work environment where your contributions are valued. We know life isn't one-size-fits-all, and neither is work. That's why we offer flexible work options depending on the role.

In support of this model, roles have been categorized into one of three work location categories : 1. Onsite roles where employees are expected to be onsite daily. 2. Hybrid fixed roles that are a mix of remote work and onsite work fixed days each week 3. Hybrid flexible roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week). As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being : medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.

More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you're looking for a place where you can build a meaningful career and help power and support our communities, we'd love to welcome you to the team.

PSEG is not offering visa sponsorship for this position.

Job Responsibilities

• Creating and maintaining accurate forecasts for call volume and staffing requirements.
• Leverage data analysis and statistical methods to ensure our call center operates efficiently and effectively, meeting service level agreements and optimizing resource utilization.
• Develop and maintain call volume forecasts using historical data, trends and statistical analysis.
• Analyze and interpret scheduling data to optimize staffing levels and enhance service levels.
• Create and manage workforce management planning processes, including scheduling, intraday management, and reporting.
• Collaborate with team leaders and other departments to understand operational needs and impact of the Contact Center.
• Monitor real-time performance metrics and adjust to meet or exceed service level goals.
• Prepare and present forecasting and schedule reports to management and stakeholders.
• Utilize workforce management software and tools to enhance forecast accuracy and scheduling efficiency.
• Conduct regular reviews of forecast methods and processes to continuously improve capabilities.
• Develop and maintain long-range forecast outlook based on historical data, trends and statistical analysis.
• Understand agent skilling and skill proficiencies to ensure full utilization of contact center agents.
• Prepare reports (daily, monthly, annually, ad hoc) used for trend analysis.
• Enhance existing spreadsheets / dashboards / databases

Job Specific Qualifications

Desired

Some positions at PSEG require access to information covered by the Department of Energy's regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are : (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a "Generally Authorized" destination on the attached list (https : / / corporate.pseg.com / - / media / PSEG / Corporate / Careers / Careers At PSEG / AppendixAtoPart810_Title10) not also a citizen, national, permanent resident of any country not listed; OR (4) a "Protected Individual" under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).

As an employee of PSEG, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations. For all roles, PSEG's drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident / accident testing. Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana / cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC / Marijuana and such use is not a legitimate medical explanation for a positive result.

If you are a current PSEG Long Island (PSEGLI) employee and offered an opportunity with PSEG or any of its subsidiaries other than PSEGLI, you will be treated as a new hire. Please note that as a new hire to PSEG, your benefits will change and generally will be consistent with other similarly situated PSEG new hires. Similarly, for PSEG employees who accept job opportunities with PSEGLI, your benefits will change and generally be consistent with other similarly situated new hires of PSEGLI.

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals. PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com. If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.