Manager, Operations Planning.
Convergys
Total years of experience :19 years, 0 Months
• Responsible Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
• Consult with local managers, project managers and other key players to define scheduling/forecasting requirements to meet call center metrics and communicate workforce scheduling and intra-day operations objectives.
• Implement and maintain intra-day workforce team responsible to assist service delivery achieves desired performance metrics.
• Create process documentation necessary to successfully monitor daily operations and keep service delivery informed of appropriate action steps.
• Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.
• Act as a resource to provide best practices to assist management in scheduling and workforce planning.
• Coordinate automation and operational changes that increase revenue and gross margin, reduce labor costs, add value for customer, and increase overall quality of service delivery.
• Analyze sites scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation.
• Compile interpret statistical information to calculate and project staffing requirements of department.
• Prepare charts, diagrams, and other reports to assist in scheduling and/or forecasting as needed.
• Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting.
• Perform a monthly site capacity count to determine actual facility usage. Prepare bi-weekly capacity reports detailing facility usage and open seat capacity
• Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.
• Ensure 90 day rolling forecast is in place for the accounts. Work with the client business managers and clients in establishing the 90-day rolling forecast.
• Develop long and short-range call volume and staff forecasts based on client requirements and historical trends for business segments. Prepare forecast and staffing analysis based on actual call volumes and client forecast.
• Provide Site Operations Planning Team with call volume and staffing projections on a weekly basis according to clients 90-day rolling forecast.
• Consult Business Managers, Sales Managers, Pricing Analyst and other management during pre-sales and contract negotiations to determine staffing necessary to fulfill contracted goals.
• Interpret and tabulate statistical information from client to project staffing requirements for new and existing business projects. Assist in analysis of hiring requirements with respect to attrition; call demand, and business growth.
• Work with Pricing Analyst on new business and changes to current business. Provide key operational metrics to assist in preparing the business plan budget for new business on primary accounts as assigned.
• Review contract and prepare trend analysis and tracking functions that will provide insight on how to better manage future projections. Consult with client to better understand business influences.
• Responsible for the reporting and the intraday team i.e. Make sure that the reports are sent to the client on time.
• Problem solving, using the Six Sigma methodology “DMAIC” in solving the frequent problems.
• . Working according to the COPC standards.
• Managing the data in the scoring sheet (Table Sigma “Table F”) to help the site to be COPC certified.
• Forecasting & scheduling for the existing projects based on the COPC Standards.
• Planning for the new projects.
• Monthly staffing for the existing projects.
• Responsible for setting the target for the Operation in its different categories i.e. Service Level, Average Handel Time “AHT” & Abandonment Rate targets
• Enhancing the project’s performance specially the target achievement for each project and put controls that will help in achieving these targets in every single project.
• Monitoring the staffing plan in that is put on a monthly basis in order to make sure that this plan is working as intended.
• Problem solving, using the Six Sigma methodology “DMAIC” in solving the frequent problems.
• Working according to the COPC standards.
• Managing the data in the scoring sheet (Table Sigma “Table F”) to help the site to be COPC certified.
• Implementing the Real Time Management program.