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Resource Management Analyst Job
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | greensboro, North Carolina |
About this job
Posting Job Title: Resource Management Analyst
Requisition #: 168292BR
Posting Location: Greensboro, NC, US
Area of Interest: Administrative/Clerical
Position Type: Full Time
Posting Job Description
Analysis of market forecast and all call center staffing variables for call volume activity. Develop call volume plans by call type & product serviced for budgeting long and short term financing. Develop staffing schedules that optimize the fit between employee needs and call center resource requirements. Generate budget, trucking, attrition, and forecasting reports and graphs. In addition, maintains the workforce management computer system.
ESSENTIAL FUNCTIONS
:
Overall responsibility for design and implementation of agent scheduling for assigned call centers including the management of over-time and under-time needs; build long term staffing schedules; analyze market forecasts and variables to optimize the fit between needs and resources requirements.
Analyze historical data to utilize for future forecasting and scheduling; forecast customer activity and call center resource requirements; update historical patterns: monthly patterns, daily patterns (i.e. day of week factors, holiday factors, cycle cut factors), intra-day patterns (call volume & AHT)
Work with site resource management group and management team to develop and administer shift-bid process and create short-term schedules aligned with long-term plans
Reviews, develops and maintains all reporting platforms and tools (i.e. Access, Excel, Remedy, Billing Platforms, Millennium, etc.) for System, Regional, Corp, product, Phone Switch, billing system, etc., reporting analysis, including service level data collection and reporting
Perform root cause analysis of call volume data to identify reduction opportunities.
Identify recurring problems with work processes, policies and procedures and be able to communicate effectively with leadership at all levels
Communicate via in-person, email and phone effectively with Call Center leadership (at all levels) to ensure high quality and timely completion of forecasts and schedules.
Offers solutions and options on ways to resolve problems to better service the internal/external customer and/or improve productivity.
Develop and maintain representative skill profiles to facilitate best available resource call routing.
Perform other related duties and tasks as assigned or as become evident.
QUALIFICATIONS
:
Bachelor's degree (BA) or 2-5 years related experience and/or training; or equivalent combination of education and experience
Must be well-versed in intermediate to advanced mathematical concepts, ability to create complex formulas in MS Excel and MS Access, and other related reporting software
Workforce Management Knowledge
Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
Ability to work effectively in a team oriented, high demand and fast paced environment.
Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
Ability to read and interpret documents; create reports and correspondences and present materials before an internal or external customer
Advanced to Expert skill level in MS Excel and MS Access
Able to write SQL reports; report writing experience with deep knowledge developing complex queries across multiple tables
Ability to maintain high level of confidentiality and work with highly sensitive data and information
Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management
OTHER POSITION CONSIDERATIONS
:
Travel may be required to attend work related meetings and training sessions.
May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects.
Required to read and follow all company policies and procedures.
Able to maintain a regular work schedule to meet the needs of the business.
Support and model the company values.
FCC Unit_TWC: 0587
Controlling Establishment ID: 00033 - Greensboro North Regional Rd
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCCOP500
Requisition #: 168292BR
Posting Location: Greensboro, NC, US
Area of Interest: Administrative/Clerical
Position Type: Full Time
Posting Job Description
Analysis of market forecast and all call center staffing variables for call volume activity. Develop call volume plans by call type & product serviced for budgeting long and short term financing. Develop staffing schedules that optimize the fit between employee needs and call center resource requirements. Generate budget, trucking, attrition, and forecasting reports and graphs. In addition, maintains the workforce management computer system.
ESSENTIAL FUNCTIONS
:
Overall responsibility for design and implementation of agent scheduling for assigned call centers including the management of over-time and under-time needs; build long term staffing schedules; analyze market forecasts and variables to optimize the fit between needs and resources requirements.
Analyze historical data to utilize for future forecasting and scheduling; forecast customer activity and call center resource requirements; update historical patterns: monthly patterns, daily patterns (i.e. day of week factors, holiday factors, cycle cut factors), intra-day patterns (call volume & AHT)
Work with site resource management group and management team to develop and administer shift-bid process and create short-term schedules aligned with long-term plans
Reviews, develops and maintains all reporting platforms and tools (i.e. Access, Excel, Remedy, Billing Platforms, Millennium, etc.) for System, Regional, Corp, product, Phone Switch, billing system, etc., reporting analysis, including service level data collection and reporting
Perform root cause analysis of call volume data to identify reduction opportunities.
Identify recurring problems with work processes, policies and procedures and be able to communicate effectively with leadership at all levels
Communicate via in-person, email and phone effectively with Call Center leadership (at all levels) to ensure high quality and timely completion of forecasts and schedules.
Offers solutions and options on ways to resolve problems to better service the internal/external customer and/or improve productivity.
Develop and maintain representative skill profiles to facilitate best available resource call routing.
Perform other related duties and tasks as assigned or as become evident.
QUALIFICATIONS
:
Bachelor's degree (BA) or 2-5 years related experience and/or training; or equivalent combination of education and experience
Must be well-versed in intermediate to advanced mathematical concepts, ability to create complex formulas in MS Excel and MS Access, and other related reporting software
Workforce Management Knowledge
Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
Ability to work effectively in a team oriented, high demand and fast paced environment.
Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
Ability to read and interpret documents; create reports and correspondences and present materials before an internal or external customer
Advanced to Expert skill level in MS Excel and MS Access
Able to write SQL reports; report writing experience with deep knowledge developing complex queries across multiple tables
Ability to maintain high level of confidentiality and work with highly sensitive data and information
Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management
OTHER POSITION CONSIDERATIONS
:
Travel may be required to attend work related meetings and training sessions.
May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects.
Required to read and follow all company policies and procedures.
Able to maintain a regular work schedule to meet the needs of the business.
Support and model the company values.
FCC Unit_TWC: 0587
Controlling Establishment ID: 00033 - Greensboro North Regional Rd
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCCOP500
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