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Resource Planning Specialist
hace 1 mes
About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - About the Role We are changing the way people think about customer service, and we need your help. As a Resource Planning Specialist, you will play a critical role in supporting IntouchCX's resource planning initiatives from a staffing point of view. This role is responsible for scheduling, tracking, and assisting in the execution of intraday staffing management, ensuring staffing levels are sufficient to meet our overall performance goals. As a Resource Planning Specialist, You Will...
- Manage all day-to-day activities in Workforce Management
- Manage schedules, exceptions, data tracking, and Service Levels
- Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required
- Maintain employee information and its accuracy on an ongoing basis
- Plan and create new hire schedules while tracking shift availability
- Report by program as required
- University or College Degree in a related discipline - Computer Science, Marketing, Communications, or Business (a combination of work experience and education will be considered)
- Advanced knowledge of MS Word, MS Excel, and Outlook
- Adaptability to learn a variety of software programs including Aspect, Teleopti, and Genesys (prior experience in one of these platforms is considered an asset)
- High level of accuracy regarding data entry
- Strong analytical and problem-solving skills
- Willingness to learn and adapt to working in a fast-paced environment
- The ability to multitask and self-manage the work day
