Business Support Specialist - Cust Ops
Pseg
Manage call center forecasts, staffing, and workforce planning.
8 days ago ago
$77,200 - $122,200
Experienced (8-12 years)
Full Time
Newark, NJ
Hybrid
Company Size
26,094 Employees
Service Specialisms
Energy Services
Utility Services
Electric Power
Renewable Energy
Sustainability
Environmental Services
Infrastructure Development
Smart Grid Solutions
Sector Specialisms
Energy
Electric Service
Gas Service
Industrial
Commercial
Residential
Outdoor Lighting
Security Cameras
Role
What you would be doing
forecasting
workforce management
data analysis
reporting
scheduling
metrics monitoring
- Collaborate with team leaders and other departments to understand operational needs and impact of the Contact Center.
- Conduct regular reviews of forecast methods and processes to continuously improve capabilities.
- Enhance existing spreadsheets/dashboards/databases
- Creating and maintaining accurate forecasts for call volume and staffing requirements.
- Prepare reports (daily, monthly, annually, ad hoc) used for trend analysis.
- Prepare and present forecasting and schedule reports to management and stakeholders.
- Develop and maintain long-range forecast outlook based on historical data, trends and statistical analysis.
- Utilize workforce management software and tools to enhance forecast accuracy and scheduling efficiency.
- 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.
- Create and manage workforce management planning processes, including scheduling, intraday management, and reporting.
- Analyze and interpret scheduling data to optimize staffing levels and enhance service levels.
- Monitor real-time performance metrics and adjust to meet or exceed service level goals.
What you bring
nice
powerbi
excel
bachelor's
10 cfr 810
analytical
- Detail-oriented with a strong focus on accuracy and ability to meet tight deadlines.
- Experience using NICE workforce management tool
- Experience using PowerBI
- Advance skills in Excel
- Understand agent skilling and skill proficiencies to ensure full utilization of contact center agents.
- Bachelor’s degree in Business, Mathematics, or related field plus 3 years of related experience. In lieu of degree, 7 years of job-related experience required.
- Ability to work effectively in a team-oriented environment and manage multiple priorities.
- Department of Energy’s regulation 10 CFR 810 is required.
- Knowledge of call center operations and key performance indicators
- Proven experience in workforce management, forecasting, or similar role.
- Strong analytical skills with proficiency in data analysis tools and workforce management software.
- Excellent communication and presentation skills, with the ability to convey complex data clearly.
- Hybrid fixed – roles that are a mix of remote work and onsite work fixed days each week
- Onsite – roles where employees are expected to be onsite daily.
- 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).
Information not given or found
Interview process
Information not given or found
Visa Sponsorship- no visa sponsorship offered.
- pre‑employment drug and alcohol testing required.
- random drug/alcohol testing for federally regulated roles.
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Company
Overview
Fortune 500
Global Ranking
Ranked among the top 500 publicly traded companies globally.
$11B Revenue
Annual Revenue
Generated approximately $11 billion in annual revenue.
$50B Assets
Total Assets
Held over $50 billion in total assets.
5.4M Customers
Electric & Gas Customers
Serves approximately 5.4 million electric and gas customers across New Jersey and Long Island.
- Founded in 1903 from the merger of hundreds of gas, electric and transit firms, the company has grown into a major energy holding headquartered in Newark, New Jersey.
- As a public energy company, it operates regulated utilities in New Jersey via PSE&G and manages electric distribution on Long Island under PSEG Long Island.
- Through PSEG Power—its subsidiary—it owns and operates nuclear and fossil generation assets across the Mid‑Atlantic and Northeast.
- Typical projects include infrastructure modernization of transmission and distribution systems, deployment of smart meters, and large‑scale grid investments under multi‑billion‑dollar capital plans.
- The company seeks federal license extensions for its New Jersey nuclear reactors to operate into the 2050s and beyond.
- Safety is our top priority.
- Integrity drives our actions and decisions.
- Accountability for results and performance.
- Collaboration across teams and stakeholders.
- Continuous improvement and innovation.
- Customer-focused and responsive to their needs.
- Respect for people, the environment, and the communities we serve.
By 2030
Net Zero Commitment
Target to achieve net zero emissions through a combination of emission reductions and offsets.
By 2030
Emissions Reduction Target
Aims to reduce greenhouse gas emissions by 50% compared to baseline levels.
- Reducing carbon emissions through cleaner energy solutions.
- Investing in renewable energy projects like solar and offshore wind.
- Implementing energy efficiency programs to reduce consumption.
- Supporting electric vehicle infrastructure and clean transportation.
25%
Women in Leadership
Representation of women in senior leadership roles.
- Committed to fostering an inclusive and diverse workforce.
- Set strategic goals for increasing underrepresented groups in leadership and technical roles.
- Created programs and partnerships for workforce diversity, including internships and mentorship opportunities.
- Received multiple recognitions for diversity and inclusion initiatives.
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