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NextEra Energy - Juno Beach, FL
posted 3 days ago
About the position
NextEra Energy Resources is the world's largest generator of renewable energy from the wind and sun, and a world leader in battery storage. We provide energy-related products and services that grow our economy, protect the environment, support our communities and help customers meet their energy needs. We are leading the decarbonization of the U.S. economy with our goal to reach Real Zero carbon emissions from our operations by 2045 while improving customer affordability and reliability. Are you interested in creating a cleaner environment for future generations? Join our world-class, innovative team today. A leading residential clean energy solutions provider, EverBright brings together finance and technology to provide customers with an all-in-one solution for powering their carbon-neutral homes. Our mission is to be the driving force in the decarbonization of our planet by delivering accurate solar designs, affordable and flexible financing options, and the world class service. We are seeking a highly motivated and detail-oriented Workforce Optimization Specialist to join our dynamic contact center team. The Workforce Optimization Specialist plays a critical role in ensuring the smooth operation of our contact center by administering workforce management, scheduling, performance analysis and reporting, and providing first-level technical support. You will be a problem-solver with a keen eye for detail and a desire to continuously improve our agent experience and customer service delivery.
Responsibilities
- Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs).
- Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.
- Manage agent time off requests and ensure adequate staffing levels are maintained.
- Maintain and configure the CXOne communications platform to meet evolving business needs and agent requirements.
- Troubleshoot basic system issues and escalate complex problems to IT support.
- Stay up to date on CXOne, IVR, and contact center best practices.
- Develop and maintain reports to track key performance indicators (KPIs) such as call volume, handle time, customer satisfaction, and agent adherence.
- Analyze performance data to identify trends, areas for improvement, and opportunities for coaching and development.
- Prepare reports for management, highlighting key metrics and insights.
- Provide first-line technical troubleshooting for agents experiencing issues with the CXOne platform or other contact center technology.
- Document and escalate complex technical issues to IT support.
- Maintain a knowledge base for frequently encountered issues and solutions.
Requirements
- Minimum 2-3 years of experience in a contact center or related business operations environment
- Strong understanding of contact center operations and best practices
- Proven experience with workforce management (WFM) software and scheduling principles
- Experience working with a communications platform like CXOne (a plus)
- Excellent analytical and problem-solving skills with a data-driven approach
- Strong communication, interpersonal, and organizational skills
- Proficient in Microsoft Office Suite and comfortable learning new software programs
- Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment
