Local Resource Planner - Corpus Christi - (Corpus Christi, TX)

Job description The Local Resource Planner directly monitors a group of call center agents and is charged with the day to day operations and work-flow monitoring of each of Results queues. The LRP will analyze performance metrics to construct and drive performance 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 WFM tools 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 intraday phone and email contacts in a timely manner