Contact Center Resource Planner

Urban Outfitters•Augusta, GA

4d•$23•Onsite

About The Position

A Contact Center Resource Planner is responsible for overseeing the labor planning and staffing processes in the Contact Center. They act as liaisons between various departments within the center to proactively identify and resolve any issues that may arise. A successful Contact Center Resource Planner is someone who can thrive in a fast-paced, multi-tasking environment, pays attention to detail, is open to accepting new and diverse assignments, and is goal-oriented. They are also excellent team players, possess a positive attitude, and have outstanding organizational, verbal, and written communication skills.

Requirements

18 years or older
High school degree or GED required
Comprehend and follow work instructions to meet productivity and quality standards
Working knowledge of Google tools and Microsoft Excel, Word, PowerPoint, and Access
Maintain acceptable attendance and must be able to work overtime as required

Responsibilities

Maintain 21-Day Planner.
Daily set labor plans to keep all channels within SLA.
Start each shift with a clear plan, including identifying top priorities and known obstacles.
Complete all SLA-related reporting.
Identify and report aged cases at all touchpoints.
Provide accurate end-of-day reporting numbers and update the weekly labor plan.
Interact with management and cross-functional teams to resolve issues affecting operations.
Represent Centralized Planning for the call center on network reviews for the business and plans.
Ensure compliance with all company policies.
Support the evaluation and implementation of new WFM technology.