Workforce Scheduling Manager – Cincinnati

Dimension & Scope:

Supports three to seven Associates Resource Planning and Management and is responsible for the accuracy of that groups’ forecasts capacity plans and schedules as well as the skill level and development of the analysts within their organization

Principal Duties and Responsibilities:

Maintain accurate measures of both the forecast, capacity plan and schedule accuracy by individual analysts as well as group performance Ensure that forecasts, capacity plans and schedules are generated in accordance with Convergys Employment policies. Review the process and accuracy of forecasts, capacity plans and schedules produced for improvement and efficiency opportunities.Provide consultation to Operations/Account Management on staffing and volumes utilizing staffing models for new, changed volumes or scheduling parameters Meet and serve as an expert consultant on a regular basis with Account Management and Resource Planning and Management to review Client requirements, performance concerns and resulting action plans

Work with Operations to develop processes for vacation and other schedule exceptions that maintain the employee needs/Client requirements balance Design and produce custom or ad hoc reports in support of Account management and operationsProvide training and development to maintain adequate skill levels in subordinates

Negotiate roles and responsibilities with Operations to provide the best opportunity for meeting client and internal measures and expectationsConfiguration, organization and maintenance of forecasting, capacity planning and scheduling software databases such as IEX, TCS, and ac2 (both agent and program level data). Coordinate with other departments (i.e. HR, Asset Management, etc.) to identify hiring strategies and required tour groups for new programs and attrition replacementsResponsible for managing the implementation of new programs from a Forecast, Capacity Planning and Scheduling perspective. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization’s policies and applicable legal requirements. Recommend career development plans to subordinates.

Education & Professional Certifications:

Bachelor’s degree in related field from a four-year college or university with four to six years related experience; or Equivalent combination of education and experience

Candidate Profile:

Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel Excellent verbal and written communication skills Demonstrated ability to handle multiple assignments and meet strict deadlines within a fast paced and high-pressure work environment. Minimum 2 years demonstrated experience with statistical analysis. Ability to effectively deal with various levels of managementAbility to address and meet customer needs and requirements

Minimum 2 years management experience in a call center environment Experience with forecasting, capacity planning and scheduling methodologies in a call center environment

Experience with forecasting, capacity planning and scheduling software such as IEX Totalview, TCS, Blue Pumpkin, etc. Strong leadership skills in the ability to motivate/coach/train staff.

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