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Local Resource Planner

Mobile, AL

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Job DescriptionCompany OverviewHeadquartered in Fort Lauderdale, FL, **MEMBERS ONLY**SIGN UP NOW***. is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Resultsu2019 Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning **** relationships a year, our success and proven ability to respond to our Partneru2019s growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, **MEMBERS ONLY**SIGN UP NOW***.u2019 expertise extends beyond call centers. Weu2019re experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our PartnersDescription of Service Lines: Resultsu2019 current client portfolio consists of 82 Partners across various industries inclusive of the following:u2022 Healthcareu2022 Insuranceu2022 Wireless Telecommunicationsu2022 Financial Servicesu2022 Energyu2022 Educationu2022 Subscriber Based Entertainmentu2022 Tax Servicesu2022 Retailu2022 Cable/MSOVision Statement Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.Driven by our expect greater commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.Position OverviewThe Local Resource Planner directly supervises a team of 25 Analysts and is charged with the day to day operations and work-flow monitoring of each of Results queues.. The LRP will analyze behaviors and team performance metrics to construct and drive performance and corrective action plans for LRP Analysts.Duties and ResponsibilitiesDisaster recovery: assess severity of unforeseen disaster(s) and communicate impact to call center managementStaffing analysis: add pre-planned events and use iex/wfm to present center management with options and recommendations for staffing changesSchedule management: coordinate and integrate future planned events into schedule; keep agent communication mediums current and accurateException code entries: manage and ensure accuracy of real-time and day-of exceptions using WFM softwareGlobal Resource Planning (GRP) and Command Center interface: work with GRP and RCC teams to optimize schedules and over-under analysisIntraday correspondence: respond to intraday phone and email contacts in a timely mannerReal-time interval management: monitor and analyze key metrics per interval and diagnose emerging trends, making recommendations as needed for improved efficiencyIncludes proactive management of AHT and Aux usageAttendance tracking: answer attendance line and add entries into WFM softwareProvide reports attendance reports as neededCommunication: participate in calls, contributing information pertaining to current staffing plan and a set of options to meet demands of new scheduleRatio analysis: provide ongoing review of center ratios and resources, and how they compare to corporate guidelinesEmployee maintenance: ensure employee maintenance information is accurately entered and maintained in appropriate logs and tools on a daily and continuous basis Floor plans & equipment: maintain capacity planning floor plans and equipment allocation as required by center business needsAd hoc reporting: provide reporting as neededOther duties as assigned by WFMQualificationsCollege degree in related field or 2-5 years experience in contact center support roleHigh School Diploma or equivalent min1 years in supervisory experience1 years previous Contact Center WFM experience.Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.Proficient knowledge of inbound contact center environment.Must possess solid verbal and written communication skills.Must be able to multi-task in a professional & courteous mannerAbility to develop and motivate a teamMust be able to accommodate a flexible scheduleAbility to provide on call Support. being able to work various shifts, overtime and holidays in a 24x7 operating environmentCoaching Expertise RequiredSuperb Listening, probing, negotiation and de-escalation skills neededMust have analytical and troubleshooting expertise Company DescriptionOur People Our employees are the foundation of **MEMBERS ONLY**SIGN UP NOW***.. We understand that each person brings their own unique experiences and personalities to deliver exceptional performance and quality to our clients. Each and every team member at Results strives for excellence, encourages innovation and drives thought leadership and creative thinking to deliver the best solutions in the industry.Results embraces diversity. We understand the differences and similarities that our employees may encompass and utilize those to develop and grow our business. We've set the bar for performance to deliver best-in-class quality and services. And our agents know great service is not just setting high standards, but being friendly, attentive and professional with every contact they make.

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