Resource Management Analyst - Full-time / Part-time

Join us as we create the world-class customer experience that sets us apart. Enhance lives with powerful technology and be part of the team that helps customers get the most out of our innovative products and services every day.

Responsibilities

Responsible for monitoring and analyzing the call volume, arrival patterns, and Service Level performance, on a national and regional basis, for the Consumer, Business and Multilingual call centers located in Texas, California and Florida.

 

Responsible for identifying call volume trends and averages on a monthly, quarterly, and seasonal basis, and must capture, store, and report historical statistics (Service Level, occupancy, forecast accuracy, etc.). Must also establish and maintain communication channels regarding events that impact call workload.

 

 

Responsible for coordinating training plans and providing dates and times to local and national trainers. Must also coordinate requests for office meetings, fire drills, etc., and must oversee daily schedule conflicts, adherence issues, and occupancy concerns and assist with troubleshooting staffing and/or system issues in a large team force management environment. 

 

 

Responsible for collaborating with other departments and/or call center staff to identify opportunities for improvement of resource utilization, and must ensure the business needs are delivered in an efficient manner at all times by optimizing the allocation of work and staff to load to maximize profitability and the customer experience.

Must utilize IEX and CMS workforce management software packages to monitor real-time adherence and recommend changes to meet service and cost goals. Must also manage and maintain agent's skill profile updates and agent group updates. Also responsible for analyzing historical reports on workload, and providing reports and updates to regional management on workload trends and resource requirements.

Qualifications

 

Description: Must have strong Excel and Access database skills (proficiency in writing formulas and macros is a plus). Must also have at least 5 years of force management, force administration, and forecasting experience, as well as experience working with the IEX / CMS work force management systems. Additional skill sets must include excellent verbal and written communication skills, strong math skills, experience working with graphs and charts, and strong interpersonal and leadership skills. They must also have the ability to interact and communicate with various centers, and demonstrate strong organizing, planning, analytical, and critical thinking skills as well. Additionally, decision-making and flexibility skills must be well developed to react to frequent operational changes and adjustments. From an interactive perspective, must interact with multiple cross-functional teams. Because they coordinate and administer the ticketing and troubleshooting process for all Force Management issues regarding invalid Management Unit sets not working properly, etc., as reported by the Center managers, they must interact with the IEX Support team, to assist with the troubleshooting process in an effort to resolve issues in a timely manner. They also interact with the Directors and Associate Directors, as it relates to producing and distributing statistical reports for regional managers. Must also gather agent-level data for Sales reporting and metrics. Must also partner with the scheduling team, center managers, supervisors, and/or directors, as it relates to gaining consensus on day-off allocations for holidays, and any additional in-depth analyses that may be necessary for projects related to changing a centers' hours of operation, assessing the impact of eliminating specific tours, etc., prior to socializing the project specifics with the unions. Must also interact with the national Intraday team to coordinate and submit requests for agent off-line time related to upcoming training requests, team meetings, and huddles.

 

Equal Employment Opportunity

• Verizon is a Federal Contractor
• Verizon requests veteran priority referrals
• Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.