Ron - Resource Management Specialist
Today’s “ Day in the Life” , is one that I have always admired. I will not say that I am saving the best for last but if there is any department that does so much and is never noticed by the customer it is the : Resource Management Specialist. Below is just a few of the tasks they are responsible for:
• Analyzes, identifies, recommends and communicates staffing adjustments in order to achieve service level goals.
• Monitors all telephony and server systems within the Call Center.
• Analyzes the performance of the real-time management system to ensure the implementation of process improvements.
• Forecasts real-time requirements and communicates change requirements to the external sites for compliance.
• Publishes work schedules, assigns meetings and training, and manages special project allocation.
• Gathers data, performs needs assessment, defines user requirements and develops specifications for real-time management system.
• Monitors a multiple call center environment, making appropriate recommendations to the Network Operations Center management staff regarding potential problems and proposed solutions.
• Assists front-line supervisors and provides limited desk-top support when necessary.
• Simulates different scenarios and proposes contingency plans for unexpected events. Invokes emergency plans as necessary.
• Performs reporting for management regarding call volume drivers that impact all call center locations.
• Performs other duties and special projects, as assigned by the Senior Manager – Resource Management.
Ron, one of our Resource Management Specialist, took a few minutes away from his extremely busy schedule, to answer a few questions for me regarding his job duties:
• Tell me what a typical day in the life of WOW! Resource management is like?
Ron – On a daily basis our team monitors the activities of agents across three sites, balancing their off phone functions with on phone time. We work on any outages that may occur to get messages up for our customers, so they are aware of what might be happening in their area. We also work with agents and supervisors to ensure everyone’s scheduled times are correct. This is how we assist our HR group with payroll. On the forecasting side, we schedule all team meetings/training sessions/off phone project time for our agents. There are also several planned and Ad Hoc reports we are asked to run so our management group can better assess how WOW is performing.
Throughout the day we handle calls to help with troubleshooting, questions, and other issues. We manage this along with the other duties we have to keep our agents focused on helping WOW’s customers.
• What are the tools you have available to do your job?
Ron – We use Avaya software to view all our queues in all sites, and each agent at all sites so we can monitor usage. We also use Verint software to manage our agents scheduling and time off, as well as forecasting call volume for each site. We use Excel a lot for many reports to track daily, weekly, and monthly data. We have several tools that have been built by our IT team for our team to use through Java/HTML also.
• What’s the most rewarding part of your job?
Ron - I take pride in knowing that agents, supervisors, and even managers and our directors can come to Resource Management when they have any issues or questions, and they have confidence we will give them the proper assistance. In many cases Resource Management is the front line of contact with issues. It is rewarding to know that people see us as a group open to come to, and that we resolve issues promptly.
• What training do you have to go through to do your job?
Ron – Resource Management’s training is very much On-the-job. There is about a six month learning curve to get to know all the applications and comfortably manage every aspect of the job. And honestly, you never stop learning in this group. The one constant is change, so Resource Management is always adjusting its processes.
• What is the highest number of customer service agents you observe during a typical day and where are they located?
Ron - During the week we can manage 300+ agents through the day, and even 200+ at the higher intervals through the day. We have three call centers and our Colorado Springs site takes approximately 50% while our Hamilton, AL and Longview, TX sites share the other 50%. This includes the Colorado Springs location handling 90%+ all new sales calls, and nearly 90% of all sales calls total.
I cannot say enough about these individuals and the job they do on a daily basis. To think there are only about three individuals doing all of this and they never miss a beat. To all of the Resource Management staff “Thank you for all you do!!!”
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