Resource Planner – Customer Service

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November 1

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Career Developers, Inc.

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Career Developers, located in West Palm Beach and has been serving the NY Metro area for 3 decades! We are an experienced, full-service agency providing permanent placement as well as consulting/contracting services. We recruit for the following sectors: Information Technology, Accounting, Marketing and Human Resources for a variety of small start-ups, to mid-size clients throughout the New Jersey/New York area. We have lately been focused on Fintech, Adtech, Health Tech, and other smaller growing fast-growing start-ups. Since our inception in 1994, our main goal has been relationship building, partnering, and helping our clients and candidates achieve their ultimate goals.

11 - 50 employees

Founded 1994

📋 Description

• Plan, organise and deliver effective scheduling that gives our customers great service, while allowing our frontline to enjoy a work/life balance that ensures that they are happy and productive. • Work closely with the team to understand predicted demand and schedule accordingly. • Trend analysis: identify opportunities/possible risks which would affect achieving business goals. • Allocate overtime budgets accurately, in line with peaks in demand & staff shortfalls. • Continually look to improve the logics of working patterns & liaise with operational stakeholders to ensure the best service levels possible. • Work closely with our Real Time Analysts to ensure seamless management of schedules in both the pre-live and live environments.

🎯 Requirements

• A solid understanding of key contact centre metrics (essential). • Naturally collaborative and able to influence and present to operational stakeholders. • Proven capability to balance conflicting requirements to produce practical and effective solutions – understanding the balance between customer and business needs is key. • Previous track record of working with resource planning, scheduling & real time (multiple assignments and high volumes) is advantageous. • A good understanding of Workforce Management software applications (Preferably TeleoptI/Calabrio). • An excellent understanding of resource planning methodologies. • Strong analytical mind with a superb eye for detail. • A great working knowledge of Microsoft office suite.

🏖️ Benefits

• Flexible work arrangements