New York Seasonal Jobs

Job Information

Frontier Communications Spclst, Resource Mgmt - ReqID: 2943 in Sherburne, New York


About Frontier Communications
Frontier Communications provides communications services to urban, suburban, and rural communities in 29 states. Frontier offers a variety of services to residential customers over its FiOS and Vantage fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure digital protection solutions. Frontier Business offers communications solutions to small, medium, and enterprise businesses.

Job Description
The Resource Management Specialist position manages the forecasting, staff scheduling, determines training schedules, intraday performance and overtime required to obtain contact center service level objectives. The Resource Management Specialist shares accountability with the Contact Center Management Team for meeting service level objectives. The Resource Management Specialist analyzes results and makes recommendations for improvement based on these results.

Duties & Responsibilities
Forecast call volumes according to seasonality and build consultant schedules that optimize and bring resources in line with these volumes
Analyze results and requirements to determine staffing levels and overtime needs
Proactively evaluate performance and make recommendations for training and voluntary time off based on intraday performance metrics to goal
Partner with various business units, quality and training to schedule the necessary training, team meetings and consultant coaching while balancing staffing levels against calls forecasted to ensure service level goals are met
Serve as a communication liaison between company and vendor with regards to training, overtime and general contact center inquiries
Define action plan to react quickly to service level needs through staffing adjustments
Define holiday forecasting and staffing requirements based upon historical data and results
Define staffing requirements to support State Based Routing and Frontier Product Trials
Provide monthly forecasted call volumes to Compensation Team
Manage system IDs across all lines of business
Provide daily, monthly and ad-hoc reports to Contact Center Leadership
and track monthly coach team meetings for Residential Contact Centers
Serves as primary channel for companywide communications
Manage outsource volumes to vendor, maximizing service levels across sites
Maintain confidentiality and demonstrate the highest level of integrity in all dealings
Maintain a positive attitude while being flexible with an ability to adapt quickly to changing scenarios
Work professionally with various personality types and levels of leadership
Take on additional responsibilities or special projects to meet the needs of the business

Position Requirements & Qualifications
Bachelor degree or equivalent years of experience required
3 years of work experience in a dynamic Contact Center environment
Proven understanding of internal and external Contact Center metrics
Strong analytical, time management and organization background skills required
Strong written and verbal communication skills required
Strong computer skills that include proficiency in MS Office applications, specifically excel, word and power point required
Proven analytical and reasoning skills
Must be self-motivated with a desire to excel in a minimally managed, high profile position as well as within a team environment
Must be able to work hours that support the "core" business hours of the Contact Centers and evenings, weekends and holidays as required to fully meet the requirements for the Contact Center
Strong familiarity with workforce management tools including eWFM, eSP and Avaya CMS/IQ
Supervisory/leadership experience a plus

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.