Job Title: Manager, Workforce Scheduling and Forecasting
Job ID: 17052
Location: Columbus,OH, US
Line of Business: Alliance Data
About the Opportunity
The Workforce Scheduling and Forecasting Manager will oversee a team responsible for interval, daily, weekly staff planning of a multi skill call center environment in order to achieve performance requirements. This would include forecasting staff plan drivers such as call volume, average handling time, shrinkage, and occupancy. This role will partner with Operations Management and other Workforce leadership, playing a pivotal role to insure an effective capacity management flow from the planning to execution.
Develops short term staff plan strategies to attain service performance objectives and workforce occupancy goals
Administers the processes to obtain schedule fit efficiency at the seasonal, monthly, weekly, daily, and interval levels, utilizing an optimal full time to part time workforce mix
Oversees the schedule bidding processes and related reports
Manages the processes for applying schedule exceptions within budgeted shrinkage parameters, providing guidance to Operations in managing paid and unpaid shrinkage
Manages temporary and permanent associate schedule request processes in an effort to balance business and associate needs
Oversees processes associated with PTO bank allocation based on budgeted parameters and short term/long term PTO assignment
Applies knowledge of call routing best practices into staff planning and forecasting
Builds a collaborative relationship with key members of Operations Management in an effort to stay informed concerning call center initiatives
Monitors overall results and proactively communicate any areas of potential opportunities
Bachelors Degree or equivalent experience
4+ years of Call Center Workforce Management experience
Advanced knowledge of Workforce Management principles and disciplines
5+ years of supervisory experience with proven change management experience
Advanced knowledge of MS Office Suite, specifically Access, Excel, and PowerPoint
Strong analytical skills with the ability to communicate statistical information to all levels of management
Excellent time management skills, ability to manage multiple projects simultaneously and work in a fast-paced environment
Excellent verbal and written communication skills
Ability to question current workflow processes and make recommendations to enhance business processes
Highly collaborative individual with ability to influence others and build strong professional relationships
Establishes a vision for the team that aligns to the department¿s direction; develops initiatives to enable that vision and creates goals to measure progress
Promotes associate performance through coaching and development
Works with appropriate parties to establish priorities and follow-up on execution projects
In depth user knowledge of IEX workforce management software
Strong knowledge of Avaya CMS, including Best Services Routing, vector/VDN flows and reports
Previous exposure and insight into a multi site and technically advanced call center workforce management environment
Strong business, operational, and procedural knowledge of a call center
Compensation and Benefits
Alliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).
Conditions of Employment
All job offers are contingent upon successful completion of background and credit checks.
About Our Team
Let's face it; it's a brand loyal world we're living in, which is why Alliance Data Retail Services offers integrated private label and co-brand credit card programs enhanced by integrated marketing services. We manage over 90 credit programs for America's most recognized retailers, helping them sell more and improve customer loyalty.
Alliance Data® (NYSE: ADS) and its combined businesses is North America’s largest and most comprehensive provider of transaction-based, data-driven marketing and loyalty solutions serving large, consumer-based industries. The Company creates and deploys customized solutions, enhancing the critical customer marketing experience; the result is measurably changing consumer behavior while driving business growth and profitability for some of today’s most recognizable brands. Alliance Data helps its clients create and increase customer loyalty through solutions that engage millions of customers each day across multiple touch points using traditional, digital, mobile and other emerging technologies. Headquartered in Dallas, Alliance Data and its three businesses employ approximately 11,000 associates at more than 70 locations worldwide.
Alliance Data consists of three businesses: Alliance Data Retail Services, a leading provider of marketing-driven credit solutions; Epsilon®, a leading provider of multichannel, data-driven technologies and marketing services; and LoyaltyOne®, which owns and operates the AIR MILES® Reward Program, Canada’s premier coalition loyalty program. For more information about the company, visit our web site, www.AllianceData.com, or you can follow us on Twitter at www.Twitter.com/AllianceData.
Alliance Data - 20 months ago
Alliance Data (NYSE: ADS)is a leading provider of transaction services, credit services and marketing services, managing over 105 million...