About the role
Essential Functions/Core Responsibilities:
• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Convergys financial performance are met
• Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
• Lead the development of forecasts, resource plans, and schedules for new programs
Candidate Profile:
• Associate's degree in related field from a four-year college or university with more than seven years of relevant experience (with at least two years of Progressive Mgmt. Experience) preferred
• Experience with forecasting, capacity planning and scheduling software tools
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Excellent attention to detail
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen
• Demonstrated ability to comprehend, analyze, and interpret
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