Posted on 8-10-2012
Company: Jewelry Television
Resource Planning Administrator
Location: Knoxville, TN


Jewelry Television has an opening for a Resource Planning Administrator. The Resource Planning Administrator is primarily responsible for the in depth analysis of contact center metrics and to find opportunities for optimization and efficiency. In addition, they will provide daily, weekly, monthly, and ad-hoc reports on other relevant historical and current contact center data. The Resource Planning Administrator will provide support to the supervisory team by completing staffing level administrative tasks and responsibilities necessary to obtain information regarding current business needs.  The Resource Planning Administrator will possess specialized knowledge in regards to scheduling systems, procedures, forecasting, and database structures and querying and is expected to be a subject matter expert in the contact center technology utilizing workforce management platforms and ACD’s
Create/maintain predictive analysis model to accurately account for the impact of internal & external business drivers on contact volumes, staffing levels and shows

  1. Primary
  • Support WFM core functions (forecasting, scheduling, intra-day management) through analysis and lead the effort to implement process improvements to optimize performance
  • Act as lead in areas of ACD routing and maintenance
  • Analyze KPI performance trends, business processes, trouble shoot issues & formulate recommendations for improvements to support the enterprise
  • Create and generate timely business reports on key metrics, business performance, and various ad-hoc reporting from routine to large complex reports.
  • Strong focus on identifying opportunities for automation and implementation of appropriate solutions
  1. Secondary
  • Partner with Business Intelligence, technology teams, and leadership teams to ensure available data & tools are leveraged to full potential
  • Create business requirements and functional design documents
  • Participate in business and system planning sessions
  • Assist / define project scope and prioritization and planning of deliverables
  • Acting in a Resource Support Coordinator capacity as needed

A. Education

  • BA/BS degree in related science or equivalent work experience required

B. Experience

  • Experience with one of the following systems a plus: eWFM (preferred), IEX, etc.
  • Several years experience in a WFM capacity is preferable
  • Several years experience in utilizing/understating ACD data flows and maintenance
  • Strong planning, problem solving & analytical skills
  • Strong knowledge of SQL Server/Oracle technology a plus
  • Proficient in writing SQL queries
  • MS Excel/Access 2007 including Visual Basic
  • Ability to create complex spreadsheets, and import/export data between applications
  • Strong technical experience with databases, data warehousing and reporting tools
  • Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines
  • Excellent communication skills, including written and verbal
  • Ability to handle multiple projects simultaneously in a fast-paced and dynamic environment
  • Strong interpersonal skills with a focus on teamwork and ability to foster/ manage relationships across multiple departments
  • Able to deal with ambiguity

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