Resource Management Representative - Staines-upon-Thames, United Kingdom - career moves group
Description
Contract- Staines, Surrey, South East, England
- Posted 2 hours ago
- Category: Data & Analytics
- Industry: Technology
- Experience: Junior
Share job:
- FacebookTweetPinLinkedIn
Resource Management Representative (RMR)
Location:
Staines
Length:12 months
Rate:
£ per day
(inside IR35)
Hours: 9-6pm
Resource Management Representatives (RMRs) are responsible for distributing case workload amongst available skilled Support Representatives within an assigned Subject Matter Expertise (SME) team.
To ensure SME teams are adequately staffed to meet the volume of customer cases, an RMR will work closely with the SME Managers to maintain Work Force Management (WFM) schedules, ensuring there is a required mix of skills during any given shift.
Global Queue Managers (GQMs) partner with RMRs to evenly distribute workload across available Technical Support Engineer (TSE) and Customer Service Representative (CSR) resources.
Strong organisation and communication skills are key to being successful, as well as being able to engage and influence the stakeholder groups involved in case management.
Primary Duties and Responsibilities
- Case Dispatch:
Work closely with and in the same shift pattern as the GQM for a designated region, to ensure cases are dispatched to the best-skilled resources with enough time to meet initial response Service Level Agreements (SLAs).
- Responsible for reviewing all new and unassigned cases on the RMR Dashboard and making dispatch decisions based on Support Representative availability, skill, and readiness, as well as case Special Handling Notes (SHN), urgency, and impact.
- Ensure cases are being assigned with enough time to meet initial response SLAs.
- Ensure cases are assigned out on priority and in line with SLAs.
- Assign cases as per the case dispatch process in KB
- Document actions taken or decisions made in the worknotes.
- Work closely with the GQM to manage conflicts in assignments or priorities
- Being responsive to GQMs, from incoming and outgoing regions
- Assessment of TSE or CSR capacity should include incoming work, actionable backlog, and Follow the Sun (FTS) handoffs
- Routing:
- Scheduling:
- Manage Support Representative schedules:
- Alert Managers if staffing levels are too low for operational effectiveness
- Ensure primary POCs (Points of Contact) on shift are updated and accurate in WFM, e.g., GQMs
- Upload shift rotation schedules at least 3 months in advance, ensuring public holidays and leave requests are considered.
- Handovers:
Qualifications and Experience:
- Minimum of 2 years of experience in a field related to Customer Service, Technical Support, Project Management, Workforce Management, Resource Management, or similar
- The ability to communicate, collaborate and negotiate effectively
- Technical awareness:
- Ability to multi-task in high-pressure, time-sensitive situations
- Good data entry skills and experience using MS Excel
- Excellent organization and time management skills
- The ability to work as part of a team and independently, as circumstances dictate
- Previous Workforce management experience is advantageous
- Exposure to Cloud Platforms, specifically our client's platform, is advantageous
More jobs from career moves group
-
Engagement Content Specialist
London, United Kingdom - 3 weeks ago
-
Communications Manager
United Kingdom - 2 weeks ago
-
Music Program Coordinator
London, United Kingdom - 3 weeks ago
-
Office & Facilities Manager - Creative sector - 5 days office based salary up to 38,000
London, United Kingdom - 6 days ago
-
Senior Philanthropy Manager
United Kingdom - 3 weeks ago
-
Vat Analyst
Manchester, United Kingdom - 1 week ago