Resource Planning Coordinator

PRIMARY PURPOSE

Reporting to the Manager, Resource Planning, the Resource Planning Coordinator is responsible for scheduling, monitoring, and coordinating Contact Center resources within multiple lines of business to ensure we are available to help our families and customers. The Resource Planning Team drives the execution of strategy to achieve client and stakeholder service level agreements. The Resource Planning Coordinator will be responsible for daily live monitoring, evaluating staffing/scheduling, and making recommendations to the business to help them best achieve their goals.

MAJOR FUNCTIONS/RESPONSIBILITIES

• Monitor queue volume and metrics across telephony and digital platforms throughout the day.

• Use independent judgment to identify risks to operational performance.

• Recommend action to the leadership team when necessary to cover business needs and to meet service level agreements.

• Communicate verbally and in writing with all levels within the organization from entry level to senior management.

• Review time off submissions and approve or deny based on their effect on operations.

• Monitor attendance and real-time schedule adherence.

• Prepare intraday reports on staff attendance and queue metrics.

• Monitor and escalate systems-related issues as appropriate.

• Process leadership requests to modify scheduled events (meetings/training, etc.).

• Create innovative solutions to unique challenges and follow through to a successful outcome.

• Manage agent scheduling, (including shifts, overtime, training, meetings, absenteeism, vacation, exceptions, etc.) to ensure daily service level objectives are met.

DECISION MAKING AUTHORITY

• Receives limited direction and exercises judgement within the scope of their role

• Regularly required to influence cross-functional teams

• Impact of role covers Team, Department, and Family/Function

RECOMMENDED EDUCATION/ EXPERIENCE/ SKILLS

• Analytical, inquisitive and enjoys problem solving.

• A critical thinker with excellent decision-making skills.

• Calm under pressure.

• Detail-oriented and highly organized with an emphasis on accuracy and timeliness.

• Able to organize information, maintain attention and accurately follow procedures.

• Able to work with minimum supervision in a team environment, occasionally under time constraints and on several tasks at once.

• Effective oral and written communication with co-workers, leadership team, other departments and vendors showing an aptitude for negotiation and rational persuasion.

• Handle sensitive information confidentially and professionally.

• Excellent customer service skills.

• High school diploma or GED.

Compensation for this role starts at $19.75/hour

Compensation Range: $19.75 per hour

The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

Life at Bright Horizons:

Our home office employees support all facets of our business - and no matter which department you join, you'll be part of a passionate team doing work that makes a difference in the lives of children and families.

Our people are the heart of our company. Because we're as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you'll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.

HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?

Contact us at bhrecruit@brighthorizons.com or 855-877-6866

Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO - English and EEO - Spanish along with information on the Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.