Contact Center Resource Planner

This position is located at 220 Bobby Jones Expressway, Augusta, Georgia, 30907 United States

A Contact Center Resource Planner is responsible for overseeing the labor planning and staffing processes in the Contact Center. They act as liaisons between various departments within the center to proactively identify and resolve any issues that may arise. A successful Contact Center Resource Planner is someone who can thrive in a fast-paced, multi-tasking environment, pays attention to detail, is open to accepting new and diverse assignments, and is goal-oriented. They are also excellent team players, possess a positive attitude, and have outstanding organizational, verbal, and written communication skills.

• Maintain 21-Day Planner.

• Daily set labor plans to keep all channels within SLA.

• Start each shift with a clear plan, including identifying top priorities and known obstacles.

• Complete all SLA-related reporting.

• Identify and report aged cases at all touchpoints.

• Provide accurate end-of-day reporting numbers and update the weekly labor plan.

• Interact with management and cross-functional teams to resolve issues affecting operations.

• Represent Centralized Planning for the call center on network reviews for the business and plans.

• Ensure compliance with all company policies.

• Support the evaluation and implementation of new WFM technology.

• 18 years or older

• High school degree or GED required 

• Comprehend and follow work instructions to meet productivity and quality standards

• Working knowledge of Google tools and Microsoft Excel, Word, PowerPoint, and Access

• Maintain acceptable attendance and must be able to work overtime as required 

Physical Requirements:

• Able to stand and walk for considerable distance throughout a shift  

• Climb, balance, kneel, crouch, or crawl for extended periods 

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits 

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.