Resource Management Analyst

Job Summary

The Resource Management Analyst is responsible for short and long term monitoring of team members for planning, forecasting, scheduling and real time resource management of in-center and remote advisors. This position will support continuous improvement efforts as well as operational leadership to ensure daily service level metrics and business goals are met.

Essential Job Functions Accountabilities

• Monitors workforce volumes and makes real time adjustments for efficiency improvements to meet metrics established by leadership.
• Monitors and redirects inbound traffic of calls if necessary.
• Monitors agent call statuses and responds if agents are stuck on a status or on long break times.
• Works to maintain a collaborative and cooperative working relationship with staff and departments within areas supported.
• Monitors reports to measure outcomes and operational functions and ensures transparency of real time and future workforce forecasting.
• Ensures quality of the service provided by maintaining current knowledge of department resources, developing and monitoring performance indicators and service delivery measurements.
• Provides recommendations to increase efficiency and staff strategies that support multi-skilled customer call center to direct leader.
• Runs reports and provides data for forecasting.
• Job description is not an all-inclusive list of duties and may be subject to change with or without notice.
• Staff are expected to perform other duties as assigned.