Xcel Energy Internships – Resource Management Associate

Website Xcel Energy

Job Description:

Provide first tier Resource Management operations support by utilizing various software applications for the Customer Care contact centers servicing all of Xcel Energy service territory. This position may support any functional area within Resource Management. Provide back up support to Resource Management staff.

Job Responsibilities:

  • Collaborate with Resource Management analysts and leadership to assist with ad hoc projects, tasks or requests as needed.
  • Complete general updates and audits in various Resource Management systems to ensure the information used to calculate projected regulatory or business unit performance is accurate. This includes tasks such as schedule maintenance, tracking performance data, administering skill maintenance duties, etc.
  • Coordinate resources used to support performance in various business areas. This includes monitoring inbound or outbound contact center performance and adjusting resources as necessary, administering and monitoring the launch of outbound customer contact campaigns, or assisting in reallocating resources from one area to another under the guidance of Resource Management Analyst staff.
  • Regularly review and update various process documentation in order to ensure adequate business continuity and cross training opportunities.
  • Effectively communicate with various levels of business partners to keep stakeholders apprised of activities or situations that may impact their performance. Answer questions within team subject matter area, and follow up on various requests for information from various Resource Management systems.

Job Requirements:

  • Available to occasionally work outside of regularly scheduled hours during escalated operations due to storms or unexpected, prolonged spikes in call volume.
  • Ability to effectively communicate
  • Strong ability to utilize Microsoft Office applications (i.e., Excel, Word, PowerPoint) for the purpose of calculation of data and presentation of results.
  • A team player with the ability to react and quickly change tasks in a constantly changing environment.
  • College coursework or equivalent combination of training and work experience required.

Qualification & Experience:

  • Previous statistical analysis experience
  • Previous Resource Management experience desired.
  • Previous experience with call center software programs (i.e., TCS/eWFM, CMS, RTA)
  • Minimum of 2 years experience in a contact center customer service position or equivalent experience in a related position.

Job Details:

Company: Xcel Energy

Vacancy Type: Full Time

Job Location: Amarillo, TX, US

Application Deadline: N/A

Apply Here


To apply for this job email your details to bfdirb6788@gmail.com