Senior Scheduling Manager

Job Overview

Intuit is seeking a highly motivated and experienced Senior Manager to lead our Resource Operations team. You will be responsible for developing and leading a team that is dedicated to managing our Expert scheduling experience and contributing to major operational innovations.

As a Senior Manager, you will be responsible for driving scheduling efficiency through working with stakeholders worldwide to establish the strategic direction for scheduling and technology enhancements. You will partner with teams across Service Delivery, Partner Management, Talent Acquisition, Reporting and Analytics, Finance, and a host of technology teams to drive innovation across our Intuit scheduling platforms. A successful candidate will be a strategic thinker with deep experience in people management, data collection and analysis, project management, and cross-functional collaboration. You will be passionate about driving operational excellence and creating an exceptional expert scheduling experience.

Responsibilities

• Lead and develop a world class team of scheduling analysts, coaching technical and strategic skill sets
• Design, plan and implement scheduling processes and mechanisms in order to deliver effective coverage
• Drive scheduling strategy for Customer Success by managing trade-offs between customer experience/service levels, employee experience, and cost effectiveness.
• Partner with technology teams on new initiatives, including the launch of scheduling and staff management capabilities.
• Creating compelling stories from data analysis to support decision making
• Conducting scenario planning to ensure effective workforce management and optimization
• Analyzing metrics to identify trends, providing insights to leadership and suggesting corrective actions where necessary
• Collaborating with stakeholders to define short and long term scheduling strategies
• Identifying and assessing opportunities for call center improvement and presenting as stories to the leadership
• Continued inspections of key planning inputs and optimization of plans
• Deep diving the gaps within planning tools/products and partnering with VEP Product teams to address them.
• Define metrics, develop program management mechanisms, and invent/simplify processes to drive decision-making in complex network capacity situations

Qualifications

• 3+ years' experience in a similar role within the call center or BPO industry
• Exceptional understanding of Workforce Planning and Scheduling within the call center environment
• Strong people management skills leading teams for at least 5 years and growing Scheduling or Workforce talent.
• Proficient in SQL, Excel, and data visualization software such as Qlik, Tableau, etc.
• Experienced in experimentation design and execution
• Ability to manage multiple projects simultaneously to meet objectives and key deadlines, balancing short & long term strategic implications to meet and/or exceed business objectives as well as manage a team of at least 3 direct reports
• Outstanding communication skills across a diverse audience of business stakeholders in both technical and non-technical forums