Essential 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 Convergys 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 ...