Resource Management Specialist in Augusta, GA at WOW!

Date Posted: 7/10/2018

Job Snapshot

Job Description

Summary:


The Resource Management Specialist is responsible for monitoring day to day, real time agent activity and scheduling relative to service level impact for our fast paced, multi-location support operation (dispatch/tech support/scheduling). This position will also work directly with Supervisors, Managers and the Training/Quality teams to ensure efficient scheduling and planning of all department activities, team projects, training and meetings.



Duties & Responsibilities:


Essential duties and responsibilities include but are not limited to those listed below:



  • Monitor call volume and service level in real time -- recommend adjustments to leadership staff to ensure consistent service level goals are maintained throughout the day
  • Approve agent time off and shift swaps for all CSO agents
  • Monitor and evaluate schedule changes to ensure optimal coverage
  • Maintain and modify agent schedules based on unplanned events or activities
  • Adjust agent profiles to maximize efficiency
  • Coordinate offline activities, training, meetings and other special projects based on business requirements and service level Analyzes, identifies, recommends and communicates staffing adjustments in order to achieve service level goals
  • Assist front-line supervisors with time card completion
  • Simulate different scenarios and proposes contingency plans for unexpected events Invoke emergency plans as necessary
  • Perform reporting for management regarding call volume drivers that impact all CSO locations
  • Perform other duties and special projects, as assigned by CSO management

Qualifications:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Education:



  • An Associate's degree in a relevant business field; or 2 years related call center or Dispatch environment; or an equivalent combination of both education and experience


Experience/Skills Needed:



  • Work experience in planning, implementing, utilizing and supporting a real-time management system is strongly preferred
  • Experience must include proven effectiveness in a customer service role
  • Must be very detail orientated, and able to multitask efficiently
  • Must possess the ability to work independently, and adapt work schedule to the needs of the department
  • Must possess strong communication skills (both verbal and written), with proven ability to communicate effectively with all levels of employees
  • Must be able to effectively present information to employees
  • Must be able to perform basic mathematical functions, and translate those functions into appropriate calculations for use in reporting
  • Must possess strong ability to analyze problems and reach the appropriate resolution


Computer Skills:



  • Must possess excellent computer skills, with proven ability to learn new applications. Proficiency in Microsoft Office (Word, Excel and Access) is required
  • Operational knowledge of workforce management, IVR systems and database applications is preferred. Also, knowledge of Avaya ACD Definity, CentreVU Supervisor and IMPACT 360/WITNESS is preferred
  • Must possess strong computer aptitude

Physical Demands/Working Conditions:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Must be able to perform computer functions and operate routine office equipment.
  • Must be able to sit for extended periods of time.


WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer