Local Resource Planner

Posted February 02, 2019
Apply: The Results Companies


Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners

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 supervises a team of 25+ Analysts and is charged with the day to day operations and work-flow monitoring of each of Results queues.. The LRP will analyze behaviors and team performance metrics to construct and drive performance and corrective action plans for LRP Analysts.

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 iex/wfm 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 experience in contact center support role
  • High School Diploma or equivalent min
  • 1+ years in supervisory experience
  • 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 and motivate 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
  • Coaching Expertise Required
  • 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

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