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 ResultsCX queues. The LRP will analyze performance metrics to construct and drive performance In this role you will:
Assess severity of unforeseen disaster(s) and communicate impact to call center management
Add pre-planned events and use WFM tools to present center management with recommendations for staffing changes
Coordinate and integrate future planned events into schedule
Keep agent communication mediums current and accurate
Manage and ensure accuracy of real-time and day-of exceptions using WFM software
Work with GRP and RCC teams to optimize schedules and over-under analysis
Respond to intraday phone and email contacts in a timely manner
Monitor and analyze key metrics per interval and diagnose emerging trends, making recommendations as needed for improved efficiency
Answer attendance line and add entries into WFM software
Provide attendance reports as needed
Provide ongoing review of center ratios and resources
Ensure employee maintenance information is accurately entered and maintained in appropriate logs and tools on a daily and continuous basis
Maintain capacity planning floor plans and equipment allocation as required by business needs
We are looking for someone who has:
2-5 years of experience in a contact center support role
High School Diploma or equivalent
1 year Contact Center WFM experience
Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems)
Technical and Software experience
Proficient knowledge of inbound contact center environment
The ability to accommodate a flexible schedule and provide on call support
Analytical and troubleshooting expertise
Why join our ResultsCX team?
Employee Performance Incentives and Prizes
Frequent Employee events, games, parties, and all-around fun in the workplace
Healthcare Benefits
Opportunity to grow with ResultsCX if that's "Your Greater"
About ResultsCX:
We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!
ResultsCX 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.
ResultsCX
Assess severity of unforeseen disaster(s) and communicate impact to call center management
Add pre-planned events and use WFM tools to present center management with recommendations for staffing changes
Coordinate and integrate future planned events into schedule
Keep agent communication mediums current and accurate
Manage and ensure accuracy of real-time and day-of exceptions using WFM software
Work with GRP and RCC teams to optimize schedules and over-under analysis
Respond to intraday phone and email contacts in a timely manner
Monitor and analyze key metrics per interval and diagnose emerging trends, making recommendations as needed for improved efficiency
Answer attendance line and add entries into WFM software
Provide attendance reports as needed
Provide ongoing review of center ratios and resources
Ensure employee maintenance information is accurately entered and maintained in appropriate logs and tools on a daily and continuous basis
Maintain capacity planning floor plans and equipment allocation as required by business needs
We are looking for someone who has:
2-5 years of experience in a contact center support role
High School Diploma or equivalent
1 year Contact Center WFM experience
Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems)
Technical and Software experience
Proficient knowledge of inbound contact center environment
The ability to accommodate a flexible schedule and provide on call support
Analytical and troubleshooting expertise
Why join our ResultsCX team?
Employee Performance Incentives and Prizes
Frequent Employee events, games, parties, and all-around fun in the workplace
Healthcare Benefits
Opportunity to grow with ResultsCX if that's "Your Greater"
About ResultsCX:
We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!
ResultsCX 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.
ResultsCX
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Lapu-Lapu City, Cebu
Permanent
Full-time
Permanent
Full-time
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