Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:
• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO
Vision Statement
Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.
Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.
The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
Position Overview
The Local Resource Planner directly monitors a group of call center agents and is charged with the day to day operations and work-flow monitoring of each of Results queues. The LRP will analyze performance metrics to construct and drive performance
Duties and Responsibilities
• Disaster recovery: assess severity of unforeseen disaster(s) and communicate impact to call center management
• Staffing analysis: add pre-planned events and use WFM tools to present center management with options and recommendations for staffing changes
• Schedule management: coordinate and integrate future planned events into schedule; keep agent communication mediums current and accurate
• Exception code entries: manage and ensure accuracy of real-time and day-of exceptions using WFM software
• Global Resource Planning (GRP) and Command Center interface: work with GRP and RCC teams to optimize schedules and over-under analysis
• Intraday correspondence: respond to intraday phone and email contacts in a timely manner
• Real-time interval management: monitor and analyze key metrics per interval and diagnose emerging trends, making recommendations as needed for improved efficiency
• Includes proactive management of AHT and Aux usage
• Attendance tracking: answer attendance line and add entries into WFM software
• Provide reports attendance reports as needed
• Communication: participate in calls, contributing information pertaining to current staffing plan and a set of options to meet demands of new schedule
• Ratio analysis: provide ongoing review of center ratios and resources, and how they compare to corporate guidelines
• Employee maintenance: ensure employee maintenance information is accurately entered and maintained in appropriate logs and tools on a daily and continuous basis
• Floor plans & equipment: maintain capacity planning floor plans and equipment allocation as required by center business needs
• Ad hoc reporting: provide reporting as needed
• Other duties as assigned by WFM
Qualifications
• College degree in related field or 2-5 years of experience in a contact center support role
• High School Diploma or equivalent minimum
• 1+ years previous Contact Center WFM experience
• Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems)
• Technical and Software experience required.
• Proficient knowledge of inbound contact center environment
• Must possess solid verbal and written communication skills
• Must be able to multi-task in a professional & courteous manner
• Ability to develop your skills and be part of a team
• Must be able to accommodate a flexible schedule
• Ability to provide on call Support. being able to work various shifts, overtime and holidays in a 24x7 operating environment
• Superb listening, probing, negotiation and de-escalation skills needed
• Must have analytical and troubleshooting expertise
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability