Workforce Specialist

JOB TITLE: Workforce Specialist Location: North Fort Myers, FL

Work Hours: M-F, 8:00am - 5:00pm

Our Benefits Include

- Company-wide annual incentive plan

- Medical, vision and dental insurance

- 401(k) plan with a generous 6% company match

- Company funded Pension Plan

- On-site wellness/medical facility

- Company paid Short & Long-Term Disability insurance

- Health Savings Account with an employer contribution

- Flexible Spending Accounts

- Paid time off and paid holidays

- Wellness program with financial rewards

- Tuition reimbursement

- Group life insurance

- Critical Illness and Accident Insurance

LCEC provides reliable, cost-competitive electricity to more than 250,000 members throughout a five-county service territory located in Southwest Florida. We employ approximately 460 skilled employees and are one of more than 900 electric distribution cooperatives located throughout the United States. LCEC has been recognized locally and statewide as an industry leader and continually receives acknowledgment for the work that our employees do in the community along with other civic, environmental and professional honors.

Position Summary:

The Workforce Specialist is responsible for end-to-end workforce planning and real-time performance management for a utility contact center. This role owns forecasting, scheduling, and intraday management to ensure service level targets are met while controlling labor costs. The ideal candidate is highly analytical, calm under pressure, and thrives in a mission-critical environment where reliability and responsiveness are essential, especially during storm and outage events.

Position Responsibilities

- Forecasting & Capacity Planning:

- Develop and maintain accurate short-term and long-term forecasts for call volume, handle time, and staffing needs.

- Adjust forecasts for seasonal demand, billing cycles, outages, storm events, and other utility-specific drivers.

- Partner with operations and leadership to support headcount planning and budget forecasts.

- Scheduling & Staffing:

- Create and manage efficient schedules using Colabrio WFM to meet service level targets while optimizing labor costs.

- Administer PTO, absences, shift trades, overtime, and schedule exceptions.

- Ensure schedules comply with labor laws, company policy, and emergency response staffing requirements.

- Real-Time & Intraday Management:

- Own real-time monitoring of queues, service levels, adherence, and agent performance using Colabrio and Cisco WebEx.

- Proactively take intraday actions (OT, VTO, reassignments, skill changes) to mitigate service level risk.

- Lead staffing response during outages, emergency events, and hurricane situations.

- Provide real-time communication and updates to leadership during critical events.

- Reporting & Data Analysis:

- Produce daily, weekly, and monthly workforce performance reports.

- Analyze trends in volume, productivity, adherence, shrinkage, and service levels.

- Deliver actionable insights and recommendations to improve efficiency and customer experience.

- Process Improvement:

- Identify forecasting, scheduling, and intraday management improvement opportunities.

- Partner with operations leaders on staffing strategy, workload distribution, and performance optimization.

- Support continuous improvement initiatives and workforce optimization best practices.

- Systems & Data Management:

- Maintain data integrity within Colabrio WFM and supporting WebEx reporting tools.

- Build Excel-based models, dashboards, and scenario analyses to support business decisions.

- Serve as the subject matter expert for workforce tools and processes.

- Maintain effective working relationships with employees and customers at all levels within LCEC. Ensure smooth operations, productive communications, and effective understanding during all interpersonal contacts. Provide current and accurate information to all requesters, courteously and in a timely manner.

- Support Storm Restoration efforts when needed. Work in emergency storm situations (i.e. hurricanes) and work long hours (>12 hours per day) for many continuous days/weeks as needed.

- Perform other related duties as assigned.

Education

- High School Diploma or equivalent. (Required)

- Bachelor's Degree in Business, Analytics, Finance, Operations, or related field. (Required)

- Equivalent experience may substitute for formal education.

Experience

- 3–7 years of Workforce Management or Operations Analytics experience. (Required)

- Hands-on ownership of both forecasting and intraday management. (Required)

- Prior utility, emergency response, or critical-services environment experience. (Preferred)

Knowledge, Skills, And Abilities

- Advanced analytical and forecasting skills. (Required)

- Expert-level Microsoft Excel proficiency (pivot tables, formulas, modeling). (Required)

- Strong understanding of call center KPIs (SLA, ASA, AHT, Adherence, Shrinkage, Occupancy). (Required)

- Ability to perform under pressure in real-time, high-impact situations. (Required)

- Clear, confident communication with leadership and operations teams. (Required)

- Experience with Calabrio WFM and Cisco WebEx. (Preferred)

Physical Demands and Working Environment:

The physical demands and working environment characteristics described here must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Physical Demands: Standing Occasionally, Walking Occasionally, Sitting Constantly, Lifting Rarely, Carrying Rarely, Pushing Rarely, Pulling Rarely, Climbing Rarely, Balancing Rarely, Stooping Rarely, Kneeling Rarely, Crouching Rarely, Crawling Rarely, Reaching Rarely, Handling Occasionally, Grasping Occasionally, Feeling Rarely, Talking Constantly, Hearing Constantly, Repetitive Motions Frequently, Eye/Hand/Foot Coordination Frequently,

- Working Environment: Frequently Air-conditioned office environment, Rarely Extreme cold, Rarely Extreme heat, Rarely Humidity, Rarely Wet, Occasionally Noise, Rarely Hazards, Rarely Temperature Change, Rarely Atmospheric Conditions, Rarely Vibration.

STORM DUTY REQUIREMENTS.... Responding to storms may be considered a condition of employment:

LCEC provides critical services to our community during an emergency. Employees may be required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our LCEC members. Employees are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's guidelines and procedures.

Please note that at the time a candidate is made a job offer, the candidate will be subject to a background check and a drug screening.