Job Summary
- Company
- Comcast Cable Southern Division
- Location
- Madison
- Industries
- Telecommunications Services
- Job Type
- Full Time
- Employee
- Years of Experience
- 1+ to 2 Years
- Education Level
- Bachelor's Degree
- Career Level
- Entry Level
- Salary
- 25,000.00 - 34,999.00 USD /year
- Job Reference Code
- 55080639_300161733
Resource Management Specialist (Madison, MS)
About the Job
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
o Adherence
o Scorecards
o Trend Analysis
o Results vs. Standards
o 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.
Required Skills:
High school diploma or equivalent with one or more years of related work experience.
Associate degree or higher degree preferred.
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
o Adherence
o Scorecards
o Trend Analysis
o Results vs. Standards
o 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.
Required Skills:
High school diploma or equivalent with one or more years of related work experience.
Associate degree or higher degree preferred.
Company Tools
Contact Information
Comcast Cable Southern Division
