Resource Planner – Customer Service
Career Developers, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Plan, organise and deliver effective scheduling that gives our customers great service, while allowing our frontline to enjoy a work/life balance that ensures that they are happy and productive.
- Work closely with the team to understand predicted demand and schedule accordingly.
- Trend analysis: identify opportunities/possible risks which would affect achieving business goals.
- Allocate overtime budgets accurately, in line with peaks in demand & staff shortfalls.
- Continually look to improve the logics of working patterns & liaise with operational stakeholders to ensure the best service levels possible.
- Work closely with our Real Time Analysts to ensure seamless management of schedules in both the pre-live and live environments.
Requirements
- A solid understanding of key contact centre metrics (essential).
- Naturally collaborative and able to influence and present to operational stakeholders.
- Proven capability to balance conflicting requirements to produce practical and effective solutions – understanding the balance between customer and business needs is key.
- Previous track record of working with resource planning, scheduling & real time (multiple assignments and high volumes) is advantageous.
- A good understanding of Workforce Management software applications (Preferably TeleoptI/Calabrio).
- An excellent understanding of resource planning methodologies.
- Strong analytical mind with a superb eye for detail.
- A great working knowledge of Microsoft office suite.
Benefits
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
resource planningschedulingtrend analysisworkforce managementanalytical skillsMicrosoft Office
Soft skills
collaborationinfluencepresentationproblem-solvingattention to detail