This position manages scheduling operations of multiple call centers in different locations, and oversees the application of the scheduling function, including policy and procedures, operating structure, and information flow of multiple call centers. The incumbent also analyzes company-wide trends relative to scheduling and allocation of staff to ensure optimal cost effectiveness, operational efficiency and deliver quality.

Other duties include:

• Provides reliable resource capacity, utilization and forecast data.
• Recommends workforce efficiencies and operational improvements to management.
• Utilizes work force technology to analyze trends to predict long-term and short-term staffing needs.
• Works with all levels of management (V.P's, Directors, Managers, and Supervisors) to assist them in gaining efficiency and productivity in their departments.

• ·         Manage the work force management operations of multiple call centers
• ·         Evaluate call center scheduling and staffing trends to optimize cost effectiveness, operational efficiency, and deliver quality service
• ·         Lead work force planning strategic planning efforts and make recommendations of work force efficiencies and operational improvements to call center management
• ·         Monitor call center metrics (service levels, schedule adherence, after call time, talk time, hold times, abandonment rate, website and IVR usage) to assist with forecasting of calls and staffing needs
• ·         Provide reliable resource capacity, utilization and forecast data.
• ·         Forecast long-term and short-term staffing needs by utilizing work force technology to analyze trends
• ·         Manage staff plan and lead monthly staff plan/budget meeting
• ·         Manages staff including determining staffing needs, setting goals, interviewing, selecting, coaching, and evaluating the performance of all direct reports; ensures staff is trained and works with department and/or enterprise trainer to develop written training materials and procedures
• ·         Recommends and implements department policies and procedures
• ·         Participates in developing and implementing enhancements and new tools and methods within the program
• ·         Prepares written reports and presentations
• ·         Manages or completes special projects assigned by the Director
• ·         Performs miscellaneous duties as assigned

• ·         A Bachelor’s degree preferred. Equivalent experience may be considered in lieu of degree
• ·         A minimum of 6 years related experience
• ·         A minimum of 2 years of supervisory experience
• ·         Knowledge of workforce scheduling software and applications
• ·         Strategic thinking/planning skills
• ·         Strong business and financial acumen
• ·         Strong Organizational/time management skills and multi-tasking abilities
• ·         Detail-oriented; flexible and creative
• ·         Interpersonal and communications skills to work effectively with all levels of staff
• ·         Understanding of contact center staffing concepts and applications
• ·         Relationship Building
• ·         Talent Development
• ·         Problem Solving and Decision Making
• ·         Must be PC literate; MSOffice skills (Word, Excel, PowerPoint) with strong excel skills
• ·         Ability to work standard office equipment (personal computer, photocopy machine, fax machine, etc.)
• ·         Ability to work at a computer up to 7 hours a day
• ·         Regularly required to sit for long periods of time, and occasionally stand and walk
• ·         Regularly uses hands to operate computer and other office equipment
• ·         Close vision required for computer usage
• ·         Occasionally required to stoop, kneel, climb and lift up to 25 pounds
• ·         Ability to maintain consistent, regular attendance
• ·         Ability to report to perform tasks in a physical work office environment
• ·         Ability to clearly present written information and findings
• ·         The ability to understand and follow work rules and procedures
• ·         The ability to effectively communicate information to all departments. 
• ·         The ability to work well with all levels of employees and outside contacts

As an eligible candidate for a position at Delta Dental, you must possess the following:

• Ability to appear for work on time
• Ability to appear at a physical location
• Ability to perform job duties for a specific duration of time
• Ability to follow directions from a supervisor
• Ability to interact well with co-workers
• Ability to understand and follow work rules and procedures
• Ability to accept constructive criticism
• Ability to maintain regular/consistent attendance and adhere to scheduled shifts
• Ability to maintain regular/consistent attendance and a full-time schedule
• Ability to maintain current status on projects
• Ability to stay current on training/issues in field