Analyst, Resource Management
This role will encompass many different activities and may vary from day to day. Key functions will include daily Real Time Monitoring of Workforce Systems to ensure Sales Consultants are adhering to their schedules and that our customers are receiving the best attention and focus possible while managing to Grade of Service targets. The Resource Analyst will be required to answer the Resource Management phone line and emails to capture and respond to requests for schedule adjustments and time off including PTO, sick time, etc. There will be direct interactions by phone and face-to face with Sales Consultants to assist with questions relating to schedules and work segments. Must be comfortable speaking in front of groups consisting of 20+ people and be able to instruct in both the importance of and use of tools for scheduling requirements, PTO requests and exception management. The Resource Analyst will be required to manage skill assignments for Sales Consultants as well as maintain system access and profiles. Ongoing adjustments of schedules to meet Grade of Service, training, policy notification, meetings and coaching opportunities will be required. Must always maintain confidentiality and demonstrate the highest level of integrity in all dealings. Must maintain a positive attitude while being flexible, able to adapt quickly to changing scenarios, able to work successfully and professionally with various personality types and willing to take on additional responsibilities to meet the needs of the business.
A minimum of 12 months of experience in a Resource Management role is preferred and the candidate must be able to demonstrate an understanding of the traditional role of Resource Management within a contact center. The candidate must be willing to work flexible schedules including evening shifts, weekends and holidays on a rotational basis. Must be able to work individually with minimal supervision and guidance as well as within a team environment. Must be willing to tackle special projects, provide backup support for other Contact Centers and manage through high call volume scenarios. Familiarity of MS Office applications, specifically excel and word is required. Proficient knowledge of and use in Aspect eWFM is strongly preferred.