Contact Center Resource Planner

URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

Contact Center Resource Planner overseeing labor planning in Augusta, Georgia. Thriving in a fast-paced environment while ensuring compliance and effective staffing.

Posted 4/24/2026full-timeAugusta • 🇺🇸 United StatesMid-LevelSenior💰 $23 per hourWebsite

About the role

Key responsibilities & impact

Maintain 21-Day Planner.
Daily set labor plans to keep all channels within SLA.
Start each shift with a clear plan, including identifying top priorities and known obstacles.
Complete all SLA-related reporting.
Identify and report aged cases at all touchpoints.
Provide accurate end-of-day reporting numbers and update the weekly labor plan.
Interact with management and cross-functional teams to resolve issues affecting operations.
Represent Centralized Planning for the call center on network reviews for the business and plans.
Ensure compliance with all company policies.
Support the evaluation and implementation of new WFM technology.

Requirements

What you’ll need

18 years or older
High school degree or GED required
Comprehend and follow work instructions to meet productivity and quality standards
Working knowledge of Google tools and Microsoft Excel, Word, PowerPoint, and Access
Maintain acceptable attendance and must be able to work overtime as required
Able to stand and walk for considerable distance throughout a shift
Climb, balance, kneel, crouch, or crawl for extended periods

Benefits

Comp & perks

medical
dental
vision
PTO
generous employee discounts
retirement savings
much more!

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

labor planningSLA reportingWFM technologydata reporting

Soft Skills

problem-solvingcommunicationteam collaborationprioritization

Certifications

high school degreeGED