Workforce Management Specialist/Associate Workforce Management Specialist

• Conduct forecasting and scheduling to ensure optimal staffing levels in the contact center.
• Manage real-time/intraday operations, adjusting schedules to meet service level targets.
• Analyze data and provide reports to support workforce strategy and decision-making.
• Identify process improvements to enhance operational efficiency.

This role ensures efficient contact center operations, directly improving customer experience and supporting PGE's mission to deliver clean, affordable energy to Oregon communities.

• Bachelor's degree in business, statistics, mathematics, or related field (or equivalent experience).
• For Specialist: 3-5 years in customer service or workforce management; for Associate: 1-2 years.
• Knowledge of contact center dynamics, workforce management principles, and wage/hour laws.
• Strong analytical, problem-solving, and communication skills; proficiency with WFM systems and Microsoft applications.

Total compensation includes a performance-based incentive bonus. PGE offers a comprehensive total rewards package supporting well-being and professional development. Specific salary not disclosed.

Portland General Electric (PGE) is an energy company committed to advancing innovative clean energy solutions that are affordable and accessible, serving Oregon since 1888.