Description |
The Nielsen Company employs advanced data collection methodologies and measurement science to help businesses turn new and traditional sources of data into customer intelligence to better manage their brands, launch and grow product portfolios, optimize their media mix and establish meaningful customer relationships. Nielsen is the world's leading marketing and media information company. We're passionate about measuring and analyzing how people interact with digital platforms, traditional media and in-store environments - locally as well as globally. We provide the most complete understanding of how consumers get information, consume media and buy goods and services. Above all else, our ongoing commitment is to align our business with our clients' needs to ensure they have a competitive edge in an expanding global economy. The privately held company is active in more than 100 countries, with headquarters in New York, USA. EOE/AA/M/F/D/V
* Primary responsibility for this leader will be forecasting and scheduling of all call center associates
* Individual will be accountable for forecasting accuracy and efficient use of all call center resources
* Individual will also be the expert on the workforce management tool - currently GMT Planet
Job Responsibilities
* Provide accurate forecasts to recruiting, training, reporting and operations at least 7 weeks in advance of business need
* Review forecast performance versus schedule and actual need. Tweak forecasting methodology accordingly to improve accuracy
* Accurately track "off phone" time for such activities as meetings, coaching sessions, training, etc.
* Partner with workforce management software vendor to improve both the inbound and outbound forecasting accuracy
* Challenge vendor to assist Nielsen with usage of the workforce management tool to its optimum potential based upon software capabilities, industry trends and benchmarking case studies with other clients
* Create schedules that balance business and associate work/life needs
* Host monthly staffing calls to ensure pre-planning is accurate and on-track. Call should also provide medium to ensure all internal stakeholders are aware of what is planned 7 weeks into the future
* Propose introduction of new schedules or decommissioning of existing schedules based upon trends in calling patterns
* Maintain a departmental goal and focus on the pre-planning of events as much as possible (schedules, new hire training, meetings, coaching sessions, Town Halls, etc.) therefore minimizing real-time exception reporting
* Maintain a high emphasis on accountability including attrition of front-line associates based upon scheduling issues.
* Consistent and on-going mentoring, coaching and development of workforce management/scheduling/forecasting teams
* Act as a change agent to create an environment which embraces change and strives for continuous improvement
* Be a role model, leader and example to the associates and a representative of Nielsen in the local community
* Maintain efficient operating and expense control
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Requirements |
* Bachelor's Degree plus 5+ years of prior call center experience
* 3-5 years of People Management experience with strong knowledge of workforce management tools
* 3-5 years of Workforce Management industry knowledge
* Excellent written and oral communication skills
* Detail oriented
* Excellent interpersonal skills
* Strong financial acumen
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