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Resource Management Specialist (Madison, MS)

Comcast Cable

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Job Snapshot

Location:

Madison, MS 39110 ( map it!

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Base Pay:

$25,000 - $34,999 /Year

Employee Type:

Full-Time

Industry:

Telecommunications

Manages Others:

Job Type:

Customer Service
Telecommunications

Education:

4 Year Degree

Experience:

At least 1 year(s)

Travel:

Negligible

Relocation Covered:

Post Date:

10/27/2009

Contact Information

Ref ID:

55080639_300161733

Description Comcast Cable Southern Division

Advanced Solutions Center

The Advanced Solutions Center supports many product lines with various service requirements utilizing a number of diverse applications to assist our Customers. The role of the Resource Management Specialist is to manage a variety of activities around forecasting, staffing, skill assignments, scheduling and quality assurance of agents to ensure the Call Center's strategic priorities and objectives are delivered in an efficient and cost effective manner. This multi-skilled, high volume, dynamic environment requires the successful Specialist to utilize the necessary systems that are available to manage to WFM department standards. Successfully working with various internal operating groups to manage service expectations, coordinate problem resolution and process improvement is critical to this role.

Provide guidance to leadership/staff to assist in scheduling and staffing efficiency

Participate in the creation of forecast models to establish appropriate staffing requirements

Assist in managing the assignment of schedules and monitor to ensure schedule adherence

Manage availability of agents on real-time basis to meet defined performance targets via skilling dynamics

Maintain subject matter expertise in Workforce Management best practices, including emerging opportunities to improve processes and technology

Partner with WFM Supervisor/Manager to review and recommend staffing and performance/productivity improvement opportunities

Gather and analyze contact center performance data

Adherence

Scorecards

Trend Analysis

Results vs. Standards

Individual vs. Site Performanceo
Schedule Improvement Opportunities

Support the financial objectives of the Call Center

Identify recurring opportunities with work processes, policies or procedures; communicate performance results and recommendation for improvement to leadership

Update workforce tools with agent staffing and performance information daily

Must be punctual and available to work overtime or extended hours as needed

Perform other related duties as assigned.
Excellent verbal, written communication and interpersonal skills.
Call center tool knowledge in workforce management, call routing, automated call distribution, Avaya CMS, and Blue Pumpkin preferred.
Knowledge of call monitoring systems required, Etalk or Verint/Witness preferred.
Strong report writing and presentation graphics skills, preferably in Excel
Organized and detail oriented.
Ability to handle multiple priorities and high volumes of work. Management capabilities, competency in MS Project preferred.

Requirements High school diploma or equivalent with one or more years of related work experience.
Associate degree or higher degree preferred.

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