Resource Specialist, Global Operations (National Command Center)

Job Summary:

The Global Operations Resource Specialist is responsible for supporting a multi-site business through constant monitoring of network applications, consolidated trouble ticket entry, real time response and implementation of solutions to system challenges. This position communicates all service impacting issues to the Customer Care Network (CCN). This position also creates and delivers reports to the CCN Leadership team regarding potential weather impact, application downtime impact in hours and duration and overall network performance.

Scope of Responsibility:

Responsible for coordinating multi-site Sears and vendor call center Workforce performance and addressing related situations to ensure high business and site performance levels.

Job Duties/Responsibilities:

• Monitors real-time call volume and staffing measurement tools throughout the Customer Care Network (CCN) and related Vendors to ensure continuity of application functionality and improve customer experience
• Opens, updates and closes all network application trouble tickets, and communicates to the CCN enterprise via email and direct phone contact
• Informs management regarding current performance and areas of success or opportunities, and provides analysis of system and application performance
• Analyzes data from the CUIS reporting systems, and forecasts projects received from business partners to make staffing recommendations, to the local Resource Management teams for voluntary time off or extra hours across multi-site businesses to ensure call metrics are achieved.
• Allocates call volume manually across sites where call volume is not automatically load-balanced
• Establishes, documents and resets passwords for various network applications
• Utilizes internal and Vendor applications, and monitors Call Center operations systems to ensure line of business functionality
• Communicates with Information Technology (IT), Voice operations, local units and members of CCN management to advise of system outages, unit closures, inclement weather or catastrophic events

Job Duties/Responsibilities (Contd) :

• Executes contingency plans for emergency situations that may cause immediate impact to normal call-taking operations
• Coordinates efforts between multiple areas of IT, Voice operations and Call Center operations by hosting National conference calls to aid in the timely resolution of technical issues and other high-severity obstacles
• Activates network high call volume messages and updates the hours of operation changes for each business on a real time, temporary, holiday or permanent basis, and handles communication to CCN management of any hours of operation or high call volume message adjustments
• Performs other duties as assigned

Job Requirements:

• Working knowledge of call center metrics and performance standards
• Ability to work with and effectively communicate with all levels of management
• Critical thinking skills, with the ability to analyze data and draw conclusions that relate to business trends
• Problem solving skills
• Proficient in keyboarding and computer navigation in a Windows environment
• Proficient skill in using Microsoft Office applications, with a focus on Excel
• Ability to make key business decisions regarding appropriate staffing levels, crisis management parameters, budget saving opportunities and streamlining call flow processes on a limited basis
• Ability to maintain a high degree of ownership and accountability
• Ability to pay attention to detail with a high degree of accuracy
• Ability to handle multiple priorities
• Ability to work independently
• Ability to work a flexible work schedule, including weekends
• Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self-control by maintaining composure and keeping emotions in check even in difficult situations
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

Preferred Skills:

• Minimum 1 year Workforce experience
• Skill Based Routing and Voice over Internet Protocol (VoIP) experience

Education Requirements : HS Graduate or Equivalent
Years of Related Experience : 1-2 Years
License/Certificate Required : No
Driver's License Required : No
Travel Requirements : None
Age Requirement : 16+

Equal Opportunity Employer / Disability / Vet.