the smart solution for Jacksonville jobs

Local Resource Planner

Company: The Results Companies
Location: Jacksonville
Posted on: May 10, 2019

Job Description:

Company Overview

Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 31 contact centers throughout the United States, Latin America, and the Philippines. 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 contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 23,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

--- Healthcare

--- Insurance

--- Wireless Telecommunications

--- Financial Services

--- Energy

--- Education

--- Subscriber Based Entertainment

--- Tax Services

--- Retail

--- Cable/MSO

Vision 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 Overview

The Local Resource Planner directly monitors a group of call center agents and is charged with the day to day operations and work-flow monitoring of each of Results queues. The LRP will analyze performance metrics to construct and drive performance

Duties and Responsibilities

--- Disaster recovery: assess severity of unforeseen disaster(s) and communicate impact to call center management
--- Staffing analysis: add pre-planned events and use WFM tools to present center management with options and recommendations for staffing changes
--- Schedule management: coordinate and integrate future planned events into schedule; keep agent communication mediums current and accurate
--- Exception code entries: manage and ensure accuracy of real-time and day-of exceptions using WFM software
--- Global Resource Planning (GRP) and Command Center interface: work with GRP and RCC teams to optimize schedules and over-under analysis
--- Intraday correspondence: respond to intraday phone and email contacts in a timely manner
--- Real-time interval management: monitor and analyze key metrics per interval and diagnose emerging trends, making recommendations as needed for improved efficiency
--- Includes proactive management of AHT and Aux usage
--- Attendance tracking: answer attendance line and add entries into WFM software
--- Provide reports attendance reports as needed
--- Communication: participate in calls, contributing information pertaining to current staffing plan and a set of options to meet demands of new schedule
--- Ratio analysis: provide ongoing review of center ratios and resources, and how they compare to corporate guidelines
--- Employee 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 needs
--- Ad hoc reporting: provide reporting as needed
--- Other duties as assigned by WFM


--- College degree in related field or 2-5 years of experience in a contact center support role
--- High School Diploma or equivalent minimum
--- 1+ 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 manner
--- Ability to develop your skills and be part of a team
--- Must be able to accommodate a flexible schedule
--- Ability to provide on call Support. being able to work various shifts, overtime and holidays in a 24x7 operating environment
--- Superb listening, probing, negotiation and de-escalation skills needed
--- Must have analytical and troubleshooting expertise

Keywords: The Results Companies, Jacksonville , Local Resource Planner, Other , Jacksonville, North Carolina

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Other Jobs

Field Service Engineer ( Microgrids, Battery Storage)
Description: ABB is seeking a Field Service Engineer for its New Berlin, Wisconsin location. This role is responsible for reporting to the Service Manager Microgrids Battery Energy Storage System BESS . The Field (more...)
Company: ABB LTD
Location: Raleigh
Posted on: 05/20/2019

Summer Survey Internship
Description: What if you had the opportunity to do something you love and make a difference in people s lives at the same time McKim Creed is a company of people helping people. And that s what gets us energized. (more...)
Company: Mc Kim And Creed Inc
Location: Raleigh
Posted on: 05/20/2019

Description: Classification: br Non-Exempt br br Job Summary: br The Feeder/Folder continuously grasps, sorts and grades clean textiles and then either folds by hand or feeds into an ironer or folding machine (more...)
Company: Alsco
Location: Raleigh
Posted on: 05/20/2019

Uber Eats Delivery - Raleigh (Use Car, Bike or Scooter)
Description: Earn Extra Money Delivering for Uber Eats br Delivery-Partner available in the Raleigh Area br Earn on Your Own Schedule br Use your Car, Bike or Scooter br Sign up to start the process of delivering (more...)
Company: Uber Eats
Location: Raleigh
Posted on: 05/20/2019

Associate Producer - Spectrum News
Description: Client Reference Code: 240627 br br Spectrum Networks is looking for enthusiastic, talented and driven individuals to join the best and brightest in gathering, producing and delivering stories that (more...)
Company: Spectrum
Location: Raleigh
Posted on: 05/20/2019

Description: driver regional trucks trucking br br This SOUTH EAST regional driving position features unlimited miles weekly with running only 5 STATES AL, NC, SC, GA, and FL dry van freight. If you want to hit (more...)
Company: Carroll Fulmer Logistics
Location: Raleigh
Posted on: 05/20/2019

Clinical Nurse - M/B FT Night (North)
Description: About WakeMed br WakeMed North Hospital provides exceptional patient care to the residents in the growing north Raleigh, N.C., area. WakeMed North offers the areas only Women s Hospital and inpatient (more...)
Company: WakeMed
Location: Raleigh
Posted on: 05/20/2019

Closing Specialist
Description: What is the opportunity We have an exciting opportunity for a Process Specialist role. This is a key role that supports revenue generation, ensures operational/administrative effectiveness, and compliance. (more...)
Company: Royal Bank of Canada
Location: Raleigh
Posted on: 05/20/2019

Principal System Architect
Description: Principal System Architect Job Category: Professional Services Location: US - Colorado - Remote - US - Florida - Remote - US - Massachusetts - Remote - US - North Carolina - Remote - US - Ohio - Remote (more...)
Company: Pegasystems Inc.
Location: Raleigh
Posted on: 05/20/2019

Dietary Aide HCC
Description: DescriptionJOB PURPOSE: Assists with food preparation in accordance with our established procedural guidelines, and as may be directed by the Dietary Manager or supervisor. Follows facility procedure (more...)
Company: PruittHealth
Location: Raleigh
Posted on: 05/20/2019

Log In or Create An Account

Get the latest North Carolina jobs by following @recnetNC on Twitter!

Jacksonville RSS job feeds