Operations Workflow and Scheduling Manager

SUMMARY
Under general direction, the candidate will monitor, analyze, and communicate complex data to project scheduling and staffing requirements for Operations departments in a multi-skilled, diverse client environment.

Responsibilities include allocating operational work to appropriate resources, recommending staffing, and cross-skilling strategies to meet service levels and productivity goals.

The role also involves advising on schedule adjustments to align departmental resources with business needs.

Acting as a subject matter expert, the candidate will provide technical guidance on staffing tools to optimize operational efficiency and meet organizational objectives.

ESSENTIAL FUNCTIONS


* Maintains confidentiality of CDS Global and its clients’ proprietary information.


* Monitors mail flow through each department and allocates resources based on the daily mail volume. 


* Makes recommendations to management on staffing and scheduling in a multi-skilled, diverse client environment to help ensure that service levels and productivity goals are met. 


* Collaborates and guides resources (both U.S.

and offshore) across each Operations department.

Performs work on a company-wide basis across CDS Global locations.


* Leads, trains, coordinates and serves as main contact person, project leader, communication link and technical resource for staffing tools and scheduling for CDS Global Operations.


* Serves as CDS Global subject matter expert and technical resource on staffing and scheduling tools, including AI options.


* Communicates with designated department managers, senior leadership and training staff on staffing and scheduling needs.


* Utilizes resources and forecasting package to obtain statistics, analyze, and project current and future staffing, and volume needs (scheduled vs.

actual) for multiple divisions and sites. 


* Monitors, analyzes, interprets and maintains knowledge of trends (current and historical) and key performance indicators, and applies it to data generated by the resource forecasting package.


* Analyzes, communicates and maintains complex statistical information for projected scheduling and staffing requirements.

Tracks, determines, and plans necessary staffing levels (needed vs.

actual) based on historical data.


* Communicates information in order to set management’s expectations regarding staffing for the day and provides status updates during the day.


* Creates, maintains and analyzes customized and on-demand traffic and staffing reports for both internal and external use.


* Determines staffing and call volumes from reports and other sources.

Makes scheduling and staffing recommendations based on the findings.


* Maintains, enters, and updates employment and scheduling information in various databases including workforce management software.


* Monitors the service levels (automated and manual turnaround times) and/or production rates (work in...