Local Resource Planner - Lakeland - (Lakeland, FL)

Job details The Local Resource Planner directly supervises a team of 25 Analysts and is charged with the day to day operations and work-flow monitoring of each of Results queues.. The LRP will analyze behaviors and team performance metrics to construct and drive performance and corrective action plans for LRP Analysts. Duties and Responsibilities Disaster recovery: assess severity of unforeseen disaster(s) and communicate impact to call center management Staffing analysis: add pre-planned events and use iex/wfm to present center management with options and recommendations for staffing changes Schedule management: coordinate and integrate future planned events into schedule; keep agent communication mediums current and accurate Exception code entries: manage and ensure accuracy of real-time and day-of exceptions using WFM software Global Resource Planning (GRP) and Command Center interface: work with GRP and RCC teams to optimize schedules and over-under analysis Intraday correspondence: respond to