Edtech.com's Summary

McGraw Hill LLC. is hiring a Senior, Workforce Management Planning and Scheduling Analyst. This role involves forecasting, scheduling, and planning volume and staffing needs across multiple Customer Experience lines of business, including creating short-term and long-term forecasts and coordinating with domestic leadership and outsource partners to optimize staffing levels within budget constraints.

Highlights

Forecast call, case, and chat volumes for contact centers across multiple channels.
Develop forecasting models using historical data and anticipated business changes like automation and sales.
Create and adjust associate schedules to match contact arrival patterns and required activities such as meetings and training.
Monitor performance of domestic and outsource partners, providing feedback and managing vendor relations.
Manage time off allocations to ensure service levels and associate satisfaction are balanced.
Act as a subject matter expert in forecasting and scheduling for both Contact Center and Backoffice environments.
Require 5+ years of workforce management and vendor management experience.
Must have advanced knowledge of NICE IEX and Verizon Contact Central workforce management software.
Advanced Excel skills are required for data analysis and staffing plans.
The position pays between $55,000 and $69,500 annually and offers a full range of medical and/or other benefits depending on the offer.

Senior, Workforce Management Planning and Scheduling Analyst Full Description

Overview

Make an Impact!

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher's time and a student's learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

How can you make an impact?

McGraw Hill, the leading provider of digital and print educational solutions, is looking for a Senior Workforce Management Planning and Scheduling Analyst. The Senior Workforce Management Planning and Scheduling Analyst is responsible for forecasting, scheduling and planning volume and staffing needs across multiple lines of business within Customer Experience. Responsibilities include providing short-term and long-term interval forecasts (30 minutes, daily, weekly, monthly, etc.), monitoring domestic and outsource partner performance for multiple channels (calls, cases and chats) and working with the vendor on optimal staffing levels while staying in budget.

This is a remote position open to applicants authorized to work for any employer within the United States.

What you will be doing:

Meeting with domestic leadership and the outsource partners daily/weekly to monitor performance.
Create contact center forecasts for all contact methods (e.g., phone, email, chat, etc.)
Short-term and long-term forecasting.
Design and develop forecasting models using historical data along with anticipated changes that would impact future trends (automation, sales, etc.)
Continuous monitoring volumes across multiple channels and providing feedback to domestic leadership and outsource partners on necessary adjustments.
Create associate schedules that match contact arrival patterns, modify schedules based on changes in demand. Schedule associates in required activities that allow service levels to be maintained (team meetings, breaks, lunches, sustainment, coaching, required trainings, etc.).
Create time off allocations, across work types that ensure service level goals are met and associate satisfaction is achieved as well.
Serve as a subject matter expert for forecasting and scheduling in both Contract Center and Backoffice environment.

What you need to be considered:

5+ years of Workforce Management experience.
5+ years of vendor management experience.
Short-term and long-term forecasting for volume and staffing requirements.
Advanced knowledge of workforce management software (NICE IEX and Verizon Contact Central.)
Advanced Excel experience.
Advanced experience creating and monitoring both long-term and short-term staffing plans.
Advanced experience creating and developing long term and short-term staffing plans.

Here's what we offer:

At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts can contribute to the lives of millions.

The pay range for this position is between $55,000 - $69,500 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered. Click here to learn more about our benefits offerings.

McGraw Hill recruiters always use a "@mheducation.com" or "@careers.mheducation.com" email addresses and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

50400

McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with "like skills" based on resume and job data. To request an alternative screening process, please select "Opt-Out" when asked to "Consent to use of Automated Employment Decision Tools" during the application.

Original Job Description

Overview

Make an Impact!

How can you make an impact?

This is a remote position open to applicants authorized to work for any employer within the United States.

What you will be doing:

Meeting with domestic leadership and the outsource partners daily/weekly to monitor performance.
Create contact center forecasts for all contact methods (e.g., phone, email, chat, etc.)
Short-term and long-term forecasting.
Design and develop forecasting models using historical data along with anticipated changes that would impact future trends (automation, sales, etc.)
Continuous monitoring volumes across multiple channels and providing feedback to domestic leadership and outsource partners on necessary adjustments.
Create associate schedules that match contact arrival patterns, modify schedules based on changes in demand. Schedule associates in required activities that allow service levels to be maintained (team meetings, breaks, lunches, sustainment, coaching, required trainings, etc.).
Create time off allocations, across work types that ensure service level goals are met and associate satisfaction is achieved as well.
Serve as a subject matter expert for forecasting and scheduling in both Contract Center and Backoffice environment.

What you need to be considered:

5+ years of Workforce Management experience.
5+ years of vendor management experience.
Short-term and long-term forecasting for volume and staffing requirements.
Advanced knowledge of workforce management software (NICE IEX and Verizon Contact Central.)
Advanced Excel experience.
Advanced experience creating and monitoring both long-term and short-term staffing plans.
Advanced experience creating and developing long term and short-term staffing plans.

Here's what we offer:

At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts can contribute to the lives of millions.

50400

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Senior, Workforce Management Planning and Scheduling Analyst

Edtech.com's Summary

Senior, Workforce Management Planning and Scheduling Analyst Full Description

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