Customer Service Scheduling Manager – Boone, IA

• Maintains confidentiality of CDS Global and its clients’ proprietary information.
• Utilize forecasting package to project current and future staffing and volume needs.
• Utilize workforce management tool (Aspect eWorkforce Management) for scheduling resources, analyzing call arrival patterns, shrinkage, etc.
• Creates, maintains and analyzes customized call center reports regarding revenue, staffing, volume, etc.
• Perform data queries, data mining, staffing and call center modeling.
• Monitors service levels and production levels to gain optimum revenue and minimize expenses for the call center.
• Plans daily departmental operations and directs activities of staff. Assists with establishing budgets, including revenue and expense projections and monitors budgets to meet departmental goals.
• Recommends changes to employee assignments, skill levels, call routing and reporting.
• Maintain database of employee time off, reviews and checks staffing needs and makes recommendations to management regarding staffing levels, time off approval, etc.
• Conducts long-range planning of staffing needs and analyzes previous statistics for long range projections.
• Recommends the timing for hiring and training to accomplish necessary service level goals and profitability goals.
• Manages a team of clerical workforce in the call center.
• Reviews and analyzes reports and statistics to identify needs and develop plans to enhance department productivity.
• Evaluates and recommends changes in methods and procedures within department.
• Conducts staff meetings to keep abreast of problems and to inform staff of procedural changes.
• May conduct and/or initiate appropriate corrective action(s) of employees under direction, in accordance with established policies and procedures.
• Provides training to new hires when needed. Interacts in cooperative and professional manner with employees, clients and/or vendors in team-oriented environment.
• Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.
• Works extended hours when required or requested.
• Performs additional duties as required or requested.
• Follows all CDS Global ergonomic and safety policies.

Required Skills

• Proficient PC Skills – Exemplary knowledge of Excel and word processing.
• Excellent written, verbal and presentation skills.
• Demonstrated experience making decisions on wide variety of tasks frequently requiring discretion, judgment and initiative guided by general procedures or standards.
• Critical thinking, decision making and analytical skills.
• Demonstrated capability of analyzing and interpreting data to formulate plans for enhanced productivity.
• Ability to analyze and interpret data to project future needs.
• Demonstrated capability of creating an environment of trust and understanding when dealing with all employees.
• Demonstrated capability of communicating, reinforcing and recognizing team performance toward attainment of departmental goals.
• Demonstrated experience dealing with multiple and/or conflicting demands in a successful manner.
• Capable of being an active participant in work planning, budgeting and project tracking.
• Complex math skills.
• Capable of remaining productive in changing environment.
• Strong time management skills; Demonstrated experience in handling multiple deadlines.

Required Experience

• Bachelor’s Degree in Business, Management or related field, or comparable work experience.
• Minimum three years in related field, preferred knowledge of Aspect eWorkforce Management software.
• Access to transportation requiring a valid driver’s license, proof of safe driving record, and active insurance.
  Application deadline is November 26, 2013.  Please apply online at:  www.cds-global.com\careers
  Post-offer, pre-employment exam required.  Criminal background check will be conducted on qualified candidates
  CDS Global                            2005 Lakewood Drive                          Boone, Iowa 50036