Resource Planning Intraday Specialist

Company: Genesis10
Location: Franklin
Posted on: January 15, 2022

Job Description:

Genesis10 is currently seeking a Resource Planning Intraday Specialist for a contract lasting through 11/30/2022 working with an insurance company in Milwaukee, WI.Description:The Resource Planning Intraday Specialist is responsible for the execution of real-time resource planning practices and processes to ensure business results are achieved.This individual manages intraday schedules that optimizes staff to meet customer demand.The Resource Planning Intraday Specialist consults with leadership and the Command Center team through the day to allocation resources as efficiently as possible.This individual analyzes key business data and articulates meaning to leadership in huddles and intraday touchpoints. Helps manage and direct workload in real time for various operational teams at ClientResponsibilities:

• Monitors and responds to real-time contact center volume traffic for multiple lines of business.
• Consults with business leaders to reallocate resources throughout the day.
• Detects and reports on trends with intra-day performance that may impact business results.
• Facilitates huddles to discuss prior day business results, while highlighting key insights and data trends. Consults on current day projections and provides actionable recommendations to business leaders.
• Responsible for the accurate execution and delivery of regular Command Center reports
• Leads phone queue assignments and priorities, modifying throughout the day as needed and making other adjustments according to business need.
• Monitors Intradiem and reports irregularities or issues to the Intradiem Consultant
• Ad-hoc requests/projects.
• Additional duties and responsibilities as assigned. What are the must haves for this role?
  • Bachelor's degree in business or related field or equivalency and/or equivalent work experience.
  • Minimum of 2 years of workforce management experience required, preferably in intraday work
  • Stamina to work in a fast-paced and team-oriented environment.
  • Ability to work primarily between the hours of 7:00am-6:00pm CST or as needed work a split shift between the hours of 7:00am-6:00pm CST to respond to business needs. At times, may be required to work holidays or weekends when the Contact Centers are open.
  • Excellent verbal and written communication and interpersonal skills including the ability to comfortably communicate with various levels of leadership.
  • Highly self-motivated and self-directed with the ability to balance multiple assignments without close supervision and maintain composure under pressure.
  • Strong analytical abilities in decision making and problem solving.
  • Proven ability to understand overall Company and lines of business needs and challenges.
  • Ability and initiative to learn and apply new information rapidly
  • Proficiency in Microsoft Office, including Excel, PowerPoint, and OneNote What are the nice to haves for this role?
    • Located in the Greater Milwaukee Area
    • Experience with Zendesk, Aspect, Genesys, Intradiem, and/or Slack a plus. About Genesis10Genesis10 is a leading U.S. business and technology consulting firm with hundreds of clients needing proven talent and solutions to power their strategic initiatives. If you are a high performing business or IT professional with solid, referenced experience, we want to meet you. Genesis10 recruiters and delivery professionals are highly accomplished career advocates, who get to know you beyond your resume to position you with the opportunities that fit your skills, experience, and aspirations. We have benefit options to fit your needs and a support staff that works with you from placement throughout your engagement project after project. To learn more about Genesis10 and to view all our available career opportunities, please visit us at www.genesis10.com."Genesis10 is an Equal Opportunity Employer, M/F/D/V

Keywords: Genesis10, Milwaukee , Resource Planning Intraday Specialist, Other , Franklin, Wisconsin