Sr. Scheduling Manager

Job Category:  Customer Support/Client Care Career Level:  Manager (Manager/Supervisor of Staff) Job Responsibilities: • Create processes and SOPs that will result in consistent, efficient, & accurate scheduling for all LOBs. • Implement and oversee the execution of scheduling methodology that will maximize scheduling efficiency. • Accountable for achieving designated scheduling efficiency goals at a weekly, daily, and intraday level for all LOBs. • Responsible for overseeing the creation of schedules at a site, and tier level for each LOB. • Partner & coordinate with Forecasting team to provide targets for off-phone activities at an intraday level, including coaching, meetings, training, etc.. • Partner & coordinate with Forecasting team to provide targets for OT and VTO as needed. • Make recommendations to VP of WFM on maximizing the efficiency of Vonage’s call center operations from a resource allocation perspective, with the objectives of consistently achieving service performance goals and minimizing cost-per-call while allowing the Line team to also meet and exceed FCR, quality, and CSAT goals. • Foster and maintain a culture and work environment that makes the Vonage WFM group a highly desirable team for employees to work. • Support the entire GSDO call center group, and specifically the Line team, in making Vonage an “employer of choice�. • Produce ad-hoc and standard reports as needed for the VP of WFM. • Provide scheduling and post-performance analyses as needed for the VP of WFM.• MUST POSSES A MINIMUM OF 2 YEARS EXPERIENCE working with Aspect (eWFM) as a scheduling system. • Minimum of 5 years of experience in Workforce Management. • Minimum of 3 years of Call Center management experience. • Minimum of 3 years of experience specifically in workforce management scheduling. • Experience in a multi-site call center operation with a minimum of 3,000 agents. • Experience with a call center operation using outsourced vendors. • Experience with Genesys intelligent routing preferred. • Experience with skills-based routing strongly preferred. • Must possess very strong analytical skills. • Must possess an in-depth understanding of call center metrics. • Must be highly proficient with Excel. • Must possess excellent written and verbal communication skills.For quick consideration apply here Vonage The Broadband Phone Company service is redefining communications by offering consumers and small business- VolP Internet phones, an affordable alternative to traditional telephone service. Vonage America Inc. provides VOIP services, including account subscription, maintenance, billing and customer care, and is a wholly owned subsidiary of Vonage Holdings Corp. Vonage®, Vonage The Broadband Phone Company® and Vonage Digital Voice® are registered service marks owned by and used under license from Vonage Marking Inc. a wholly owned subsidiary of Vonage Holdings Corp. Using these and other intellectual property such as logos, slogans, trade dress, and graphic symbols on packaging, products, or services requires express written permission from Vonage Marketing Inc. © 2001 - 2005, Vonage Marketing Inc., All Rights Reserved.