Resource Planning Coordinator

Position Summary

The Resource Planning Coordinator will monitor and manage call volumes and phone queues, scheduling, and manage all off-phone activities to maintain service levels and performance. This includes real time phone monitoring and staffing changes, as well making decisions and recommendations as needed while working with leadership to provide direction on adjustments both for individual sites, as well as network wide. Coordinators will assist in determining appropriate staffing requirements and modifications required to deliver client service goals while balancing initiatives and cost. They will update and maintain information needed for WFM tools. Coordinators will perform as team members in a multi-site enterprise environment partnering with operations teams at all locations. They will engage management, and report out on service level, and performance goals via email and standardized reporting.

Position Summary

The Resource Planning Coordinator will monitor and manage call volumes and phone queues, scheduling, and manage all off-phone activities to maintain service levels and performance. This includes real time phone monitoring and staffing changes, as well making decisions and recommendations as needed while working with leadership to provide direction on adjustments both for individual sites, as well as network wide. Coordinators will assist in determining appropriate staffing requirements and modifications required to deliver client service goals while balancing initiatives and cost. They will update and maintain information needed for WFM tools. Coordinators will perform as team members in a multi-site enterprise environment partnering with operations teams at all locations. They will engage management, and report out on service level, and performance goals via email and standardized reporting.

Preferred Qualifications

• 6+ months experience with CMS supervisor tool kit usage and application
• 1+ years of experience with Verint, Acyus, Mattersight, Avaya or other Work Force Systems
• 1-2 years experience in scheduling, forecasting or workload capacity analysis to include
• Intermediate utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems
• Excellent attendance
• Excellent analytical, written and verbal skills
• Self starter
• Ability to manage multiple tasks/projects
• Analytical thinker
• Ability to work independently and with a team
• Forecasting and analysis a plus
• Past experience with WFM tools
• Experience in a fast paced, high volume production environment
• Knowledge of call queues and/or the tools used to manage those systems
• Strong proficiency all MS-Office applications with an emphasis on MS-Excel is required

Required Qualifications

6 months experience working in a high volume call center environment or previous experience in workforce management preferred.