Operations Workflow and Scheduling Manager (Project Management)

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 process) and makes recommendations to management for changes in employee assignments, and mail workflow, to meet the set service levels for each department.
• Communicates with management in order to recommend and/or implement ideas, to streamline the workflow and improve the work environment.
• Completes special complex traffic and scheduling studies and projects for management up to senior leadership.
• Maintains database of employee time‑off, reviews the staffing needs and makes recommendations to management concerning necessary staffing levels and hours, and whether time off is available for employees.
• Coordinates staffing needs between multiple departments/divisions as necessary by weighing the implications to SLA's and profitability prior to making recommendations.
• Makes recommendations for hiring employees, training classes, and employee schedules for current and future employees, including levels and timing.
• Ensures all data files are sent to clients on time each day and week.
• Communicates with offshore vendors to adjust resources, hold accountable with staffing levels, answer processing questions, and provide general direction.
• Travels off-site to meetings and/or training as required or requested.
• Leads regular monthly meetings on staffing tools to discuss issues and learning opportunities. Works collaboratively with other Operations sites.
• Researches opportunities to use AI for resource planning and forecasting.
• Interacts in cooperative and professional manner, with all levels of employees, vendors and/or clients, in a team environment.
• Reacts to change and remains productive.
• Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.
• Acquires and adopts new information in changing technical environment.
• Follows all CDS Global ergonomic and safety policies.
• Assumes additional responsibilities as requested (or required).

EDUCATION, EXPERIENCE, SKILLS, AND/OR CERTIFICATION

• Bachelor's degree or equivalent or equivalent experience in Operations management.
• Five or more years' experience utilizing databases for staffing, scheduling, and staff planning in a multi-skilled environment. 
• Workforce Planner certification preferred.
• Knowledge of Operations processes (mail flow, high speed machines, NIS platform, data management) preferred.
• Typing skills.
• Advance PC knowledge and skills. Experience working with files, documents and spreadsheets in Microsoft Office and Excel software.
• Excellent verbal and written communication skills.
• Excellent presentation skills.
• Comprehensive experience analyzing and interpreting data to project future needs.
• Ability to compare data and edit information on a PC.
• Ability to identify and resolve situations, determining most effective and/or efficient actions.
• Has access to transportation requiring a valid drivers' license, proof of safe driving record, and active insurance.

POSITION TYPE

• Full Time

WHAT YOU CAN EXPECT WHEN YOU JOIN CDS GLOBAL:

• Full time benefit eligible employees reimbursement up to $750 per month for qualified expenses relating to Child and Dependent Care
• Our competitive benefit packages include two options for our Medical Health Plans: High Deductible and Traditional.  We also offer comprehensive Dental and Vision plans. 
• In addition, we offer generous PTO, Holiday Pay, Basic/Voluntary Life and Accidental Death and Dismemberment insurance, Short & Long Term Disability, Wellness and Tuition Reimbursement Programs. 
• Our 401(k)-retirement saving plan allows you to start contributing immediately to your retirement account. 
• CDS Global will provide eligible employees with paid parental leave for new parents. 
   

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be a complete list of all responsibilities, duties and skills required of personnel assigned to this job.

Diverse teams achieve better results by leveraging a broad set of ideas and perspectives. Our ability to harness the ideas, experiences, and talents of CDS Global's diverse and global workforce is integral to our continued success. We are committed to increasing diversity and strengthening our inclusive culture where all members of the CDS Global community can thrive.

Post-offer, pre-employment background check(s) conducted on qualified candidates.

Equal Opportunity Employer – Veterans/Disabled

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