Resource Management Specialist (Madison, Mississippi)

Comcast Advanced Solutions Center - Southern Division

-Updating the employee database (ie: eWFM data entry)
-Data entry of employee exceptions (ie: attendance, etc.)
-Monitor real-time call volume of inbound call traffic from multiple queues; which distribute calls based on staff availability.
-Monitor call center agent adherence to their schedules.
-Responsible for making decisions on the day's schedule based on call volumes and available staffing.
-Monitor call volume, average handle times and resource utilization throughout the day to ensure the correct number of Customer Account Executive (CAE's) required to meet service level goals.
-Request overtime and make sure all CAE's are on the phone as during time periods where we are understaffed.
-Monitor real time adherence of CAE's.
-Respond to unexpected spikes in call volume by identifying and securing all available call center resources for the duration of the surge.
-Communicate effectively with individuals/teams in the call center(s) to ensure exceptional quality and timely customer experiences.
-Identify recurring problems with work processes, policies and procedures.
-Identify recurring problems with work processes, policies or procedures; contribute ideas on ways to resolve problems to better service the customer and/or improve productivity.
-Respond to periods of low call volume using agreed upon procedures.
-Determine the need and timing for call overflow; work with System Administrator to re-route calls as appropriate.
-Execute escalation procedures using agreed upon protocol.
-Monitor and manage outage messaging.
-Provide reports on a daily/weekly/monthly basis to ensure call appropriate business decisions regarding staffing, training, agent performance, etc.
-Must be available for overtime or extended hours, as needed.
-Perform other related duties as assigned.
-Punctual, regular and consistent attendance.

Required Skills:
-Prior work experience in call center call volume management; or related field.
-Excellent organizational skills with prover ability to balance multiple tasks.
-Demonstrated knowledge of workforce management software such as IEX or eWorkforce Management (eWorkforce Mangement knowledge preferred).
-Strong knowledge of Microsoft Office (Access, Excel, Word and Powerpoint).
-Ability to communicate all relevant inforation effectively to various members of the Management Team.
-Ability to apply logical planning techniques to plan, direct and evaluate