Resource Management Specialist
The primary focus of this position is the Resource Management of the customer care center workforce to meet predetermined service level and occupancy % goals for all business channels. This position assists in identifying process improvements that impact customer satisfaction and company profitability. The schedule for this position will be 10pm to 7:30am.
- Front line associate for all Resource Management calls regarding attendance, adherence, and work related issues.
- Enter Resource Management exceptions and RTA alarms within 15 minutes of discovery.
- Act as a central point for all Customer Care exception code tracking through Totalview.
- Act as reserve agent when call volume exceeds plan.
- Coordinate off the phone work assignments with team sales manager as needed.
- Input all manpower exception codes into Totalview from same/previous day.
- Other work assignments as needed, including promotions testing and policy reporting.
- Escalating issues as needed.
Knowledge/Skills/Abilities
- Experience in a customer service/sales or call center environment.
- PC competency in a Windows application with knowledge of Word, Excel and email.
- Technical aptitude and experience in statistical analysis and troubleshooting.
- Ability to balance multiple priorities with little or no direction.
- Minimum typing speed of 35 words per minute.
- Superior interpersonal, communication and written skills.
- Ability to problem solve independently within a changing environment.
- Professional and enthusiastic team player, with a demonstrated commitment to customer service excellence.
- Availability for all shifts including weekends and holidays.
- Additional duties as required to changing business needs.
- Effective conflict resolution skills.
- Ability to look beyond symptoms to uncover root causes of problems to be solved.
- Ability to remain calm and customer focused during challenging communications.