Effective date 10-01-2021
Job profile name manager i, planning & scheduling
Job code jc1699
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Job profile summary
The manager i, planning & scheduling is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a single-site/skill environmentThis position is responsible for the execution of workforce strategy.
Job description
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 concentrix 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 verbalAbility 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 industryDemonstrated business acumen
Demonstrated ability to comprehend, analyze, and interpret
Career framework role
Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s)Is accountable for the performance and results of a team within own discipline or functionReceives assignments in the form of objectives and determines how to use resources to meet schedules and goalsAdapts departmental plans and priorities to resolve operational challengesDecisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or directorProvides technical guidance to employees, colleagues and/or customersHas accountability for results in terms of costs, strategies and employees.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this jobThey are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Primary location: wah fl
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Post date: 12 sep 2021
Requisition #: r1240113
Location: work at home, florida, united states
Job type: planning & scheduling
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