Job Summary:

The GBS Industrial Engineering (IE) Operations Manager is responsible for evaluating and implementing proposed changes to GBS operations. He/She forecasts call volume to project staffing needs for long-range business planning. This position analyzes agent observations to provide operational improvement recommendations. He/She manages groups IE Supervisors supporting GBS operations.

Job Duties:

Oversees New Service Impacts

• Works with GBS site managers to review current GBS operating methods and understand existing processes.
• Attends cross-functional group meetings to listen to new service offering presentations and determine operational impact.
• Reviews new service presentation materials and enterprise release information to determine GBS functions affected by service changes.
• lEstimates GBS staffing and cost impacts to facilitate the new service implementation process and include information in longrange business plans.

• Monitors GBS agent calls and e-mails to identify common customer questions and concerns.
• Observes GBS agents to determine system enhancements and streamline processes.
• Analyzes agent observation data to quantify the impact of potential operation improvements.
• Meets with operation managers to discuss agent processes and determine the optimal process flow.
• Prepares presentation materials to propose operational improvement recommendations to GBS management.

• Creates service reports (e.g., Right Now Technology [RNT], etc.) to provide GBS management operational status updates and planning resources.
• Generates GBS service reports for internal customers (e.g., Customer Information Management, etc.) to provide data for decision-making.
• Creates and maintains Microsoft Access databases to provide accurate GBS service data for forecasting, reporting, and data mining.
• Designs automated processes to reduce the administration time in transferring new call center skill data to GBS databases.

• Compiles historical customer call volume and production data to identify trends in GBS workload.
• Meets with process managers to determine operational changes (e.g., new service marketing campaign, etc.) impacting call center service.
• Forecasts call volume and production levels to include projected staffing numbers in the GBS business plan.
• Presents long-range staffing forecasts to GBS staff management to gain agreement on operations' plans.
• Produces reports to quantify GBS operational costs and compare forecasted plans to actual service results.

• Creates statistical charts to illustrate call volume and production trends and measure the variability of the data.
• Performs statistical analyses to compare pre and post service change data and define significant variances.
• Conducts regression analyses to identify correlations between call volume verses delivery service data.
• Develops GBS production, service, and call volume queries to assess factors that impact GBS operations.

Job Specific Competencies:

• Applies Database Knowledge
• Budget Management
• Estimation and Forecasting Knowledge
• Project Management
• Project Planning
• Report Generation
• Small Package Operations Knowledge
• Statistical Analysis
• Bachelors Degree Required
  

上班地址：合肥市高新区明珠路9号，安徽服务外包产业园内(652，653，516 到明杭路口站下)