Resource Planning Intraday Specialist

Industry

Financial Services

Advert ID

USA_617618

Location

Franklin

Job Type

Contract

Hours

Full-Time

Salary Range

USD41-43/hr

No. of Openings

1

Branch Information

Kenosha, WI - (USA) 7519 60th Avenue Suite 120 WI Kenosha , WI 53142

ContactNumber

262-694-2759

Job Description

Position starts remote but will transition to the Franklin campus when campus reopens. Must show proof of vaccination



Helps manage and direct workload in real time for various operational teams at our client.



The Resource Planning Intraday Specialist is responsible for the execution of real-time resource planning practices and processes to ensure business results are achieved.

This individual manages intraday schedules that optimizes staff to meet customer demand.

The Resource Planning Intraday Specialist consults with leadership and the Command Center team through the day to allocation resources as efficiently as possible.

This individual analyzes key business data and articulates meaning to leadership in huddles and intraday touchpoints.



Primary Duties & Responsibilities:

* Monitors and responds to real-time contact center volume traffic for multiple lines of business.

* Consults with business leaders to reallocate resources throughout the day.

* Detects and reports on trends with intra-day performance that may impact business results.

* Facilitates huddles to discuss prior day business results, while highlighting key insights and data trends. Consults on current day projections and provides actionable recommendations to business leaders.

* Responsible for the accurate execution and delivery of regular Command Center reports

* Leads phone queue assignments and priorities, modifying throughout the day as needed and making other adjustments according to business need.

* Monitors Intradiem and reports irregularities or issues to the Intradiem Consultant

* Ad-hoc requests/projects.

* Additional duties and responsibilities as assigned.



Must haves:

* Bachelor's degree in business or related field or equivalency and/or equivalent work experience.

* Minimum of 2 years of workforce management experience required, preferably in intraday work

* Stamina to work in a fast-paced and team-oriented environment.

* Ability to work primarily between the hours of 7:00am-6:00pm CST or as needed work a split shift between the hours of 7:00am-6:00pm CST to respond to business needs. At times, may be required to work holidays or weekends when the Contact Centers are open.

* Excellent verbal and written communication and interpersonal skills including the ability to comfortably communicate with various levels of leadership.

* Highly self-motivated and self-directed with the ability to balance multiple assignments without close supervision and maintain composure under pressure.

* Strong analytical abilities in decision making and problem solving.

* Proven ability to understand overall Company and lines of business needs and challenges.

* Ability and initiative to learn and apply new information rapidly

* Proficiency in Microsoft Office, including Excel, PowerPoint, and OneNote

* Experience with Zendesk, Aspect, Genesys, Intradiem, and/or Slack a plus.



Working hours:

Can vary between 7AM CST - 8PM CST from Monday to Friday. Also could include working Saturday from 7AM CST - 3PM CST.



ManpowerGroup recognizes the importance of providing an accessible and barrier-free environment. We are committed to creating a welcoming, fair and inclusive environment by offering equal opportunity to access our services. At ManpowerGroup, we are committed to providing accommodations, and will work with you to meet your needs.