Customer Services Jobs

  • Search
  • Advanced Search
Job Title Submit Now

Forecasting & Scheduling Mgr Customer Srvc Corona CA Corona, CA

Responsible for oversight, coaching and development of forecasting and scheduling staff. Ensures that all scheduling needs are being met for multi site contact centers. Ensures accurate staffing projections are identified and communicated with sufficient time to accommodate hiring and training in advance of need.

Essential Functions:
- Ensure accurate forecasts are created for multi site/multi skill contact center. Reviews all forecasts & provides feedback to Forecasting Specialist if adjustments are needed.
- Review scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc. Provide staffing projection to allow for 2 month hiring and training timeframe prior to need and allow for efficient management of overtime expenses. Track and manage the accuracy and effectiveness of the master schedules to work through adjustments to forecast and to continuously improve the overall master scheduling process.
- Ensure that all training, meetings and off line activities are being tracked, scheduled and completed within specific timelines with collaboration of senior workforce manager.
- Ensure that vacation bid processes is completed within contractual guidelines. Review and approve student schedules and education leave requests with collaboration of senior workforce manager.
- Maintain knowledge of union contracts and labor laws and administer related business rules and individual access rights in the workforce management system.
- The Forecasting/Scheduling Manager may back up the Intraday Manager.
-The Intraday Manager may back-up the Forecasting/Scheduling Manager except in performing the forecasting/statistical models.

Qualifications:

Basic Qualifications:
- 5 years of experience in managing a team in a multi site workforce management/forecasting & scheduling contact center role.
- Must have excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail. - Ability to effectively interface with all levels of management. Strong problem solving skills that enable quick identification and efficient resolution of issues.
- Knowledge of queuing theories and workforce forecasting and scheduling (e.g. eWFM, Verint/Blue Pumpkin), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD).
- Experience using mainframe or personal computers and Microsoft Office applications. Performs other related duties and assignments as required and as assigned by their Manager.
- Bachelor's degree or equivalent contact center work experience.

Preferred Qualifications:
- 3 additional years of experience in a multi site workforce management/forecasting & scheduling contact center role.

Submit Now Click here for additonal requirements

Join the Conversation

Kaiser Permanente

    ©2012 Kaiser Permanente