Enphase Energy Careers

Enphase Energy is a global energy technology company and leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, Enphase transformed the solar industry with our revolutionary microinverter technology, which turns sunlight into a safe, reliable, resilient, and scalable source of energy to power our lives. Today, the Enphase Energy System helps people make, use, save, and sell their own power. Enphase is also one of the fastest growing and innovative clean energy companies in the world, with approximately 68 million products installed across more than 145 countries.  

We are building teams that are designing, developing, and manufacturing next-generation energy technologies and our work environment is fast-paced, fun and full of exciting new projects.  

If you are passionate about advancing a more sustainable future, this is the perfect time to join Enphase!  

About the role

You will be the single point of contact for Customer support staffing review - yearly, quarterly, monthly, weekly & daily forecast and scheduling, detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks

What you will do

• Lead weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
• Manage intraday staffing levels across multiple sites/entities
• Monitor real-time staffing Adherence Alerts
• Monitor real-time ACD agent work state reports
• Ownership & administration of intraday/intraweek schedule changes
• Clearly and quickly communicate identified intraday or other risks to management and other team members
• Optimizes FTE and Staffing expenses to reduce cost per call and increase agent utilization and call per hour metrics
• Actively involved in process improvement and KPI development
• Coordinate and interact with internal and external integrated partners regarding real-time performance, adjusting where necessary to balance client and operational goals
• Provide clear and tactful communication to Client Delivery Management, Client Account Managers and Client Teams
• Creates innovative solutions to unique challenges and follows through to a successful outcome
• Conducts root cause and threat analysis for items impacting performance or stability
• Develops and presents analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team)

Who you are and what you bring

• Graduation in any stream
• 3 to 5 years relevant experience in Workforce Management in a Customer Care, BPO, Contact Canter environment
• Demonstrated knowledge and skills in all phases of workforce holistic cycle including planning, forecasting, intra-day management, report development etc
• Must understand how to create accurate forecasts manually (i.e., Excel) and within workforce management software
• Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure
• Highly motivated, creative and a self-starter able to excel with minimal supervision
• Highly proficient in Microsoft Office – Excel, Access, PowerPoint, Visio
• SQL experience preferred
• Should be well versed in generating data analysis and reporting.
• WFM Tools Competency i.e., IEX, Aspect, Blue-Pumpkin.
• Exposure to at least one of the Voice ACD tools like Avaya CMS, Nortel, Genesys etc.
• Provide accurate and timely weekly, monthly MIS reports.
• Would be responsible for RTA and Scheduling activity.
• Escalating deviation to the planned schedules
• Excellent communication skill in oral and written.
• Ability to manage allocated tasks and perform them with little supervision
• Would be responsible for analysing data to ensure accuracy