Executive, Resource Management

The Executive, Resource Management role is focused on analyzing contact center performance, managing staffing, and making operational recommendations. The position involves monitoring KPIs, creating schedule shells, analyzing data in real-time, and participating in continuous process improvement. It requires a proactive approach to problem-solving and a dedication to meeting deadlines.

Requirements

• Perform root cause analysis and advise on staffing needs and performance issues.
• Monitor queue and analyze data in real time.
• Provide real-time and historical reports with KPIs.
• Assist with forecast and capacity planning.
• Complete deliverables accurately and on time.