Resource Planning Specialist

Resource Planning Specialist

At BSH, People Matter. Bring your unique skills, capabilities, and experiences to our dynamic teams where your contributions will drive our innovation culture. We strive to be a workplace that values people and supports opportunities for continuous professional and personal growth. As a leading manufacturer of home appliance brands Bosch, Gaggenau, and Thermador, we prioritize having a consumer centric mindset and creating positive experiences for the consumer throughout all interactions with our products and services. Join us now and give your career a home. You Belong Here.

Your responsibilities

The Resource Planning Specialist oversees the resource management function for the Contact Center, produce reporting and monitor real time performance to assist the Customer Support Manager in delivering key service levels and accessibility goals.

Create Contact Center work schedules to achieve best possible performance using Avaya Workforce Management (WFM).

Set and manage overall staffing levels, shift patterns, monitor schedule accuracy, and continuous improvement in resource planning.

Assess future requirements and make proposals to ensure proper coverage from all contact mediums.

Keep up to date daily, weekly, and monthly KPI reports using Avaya WFM, CMS Supervisor, and MS Excel.

Provide accurate reporting on existing headcount and attrition.

Make recommendations and implementations for improvement of reporting in live documents and other programs.

Manage and monitor contact traffic to ensure that targeted productivity and customer response is achieved.

Be aware for operationally slow periods, coordinate off phone tasks during those times, and redistribute resources.

All other duties as assigned.

Your profile

High-School Diploma Required

3-5 Years of Experience (Resource Planning for Contact Centers) Required

3-5 Years of Experience (in a professional office environment) Required

Expert communication skills written and verbal.

Detail oriented, strong analytical, troubleshooting skills, and organizational skills.

Proficient in Microsoft Office applications Outlook, Word, Excel, Power Point, Access, SharePoint and Teams.

Expert Experience in Microsoft Excel including use of If / Then Statements, VLOOKUP's, Pivot Tables, filters, and subtotals.

Proficient knowledge of Avaya Workforce Management software and Avaya CMS Supervisor.

BSH software and information networks Training will be provided.

Type a minimum of 45 WPM. 10 key a plus.

Ability to work in a fast-paced professional office environment, working with all levels of associates, and changing priorities.

Excellent time management, multi-tasking, and ability to switch responsibilities quickly and efficiently.

Past call center environment and / or analytical experience highly preferred.

As a team member, to contribute to the overall success of the team and company goals, maintain regular attendance, punctuality, focus, and professionalism at all times.

Travel Percentage 10%

Your Pay & Benefits

The pay range posted for this position is based on the location noted in the posting title. Exact compensation offered may vary based on your specific skillset and work location. If the position is bonus or incentive eligible then the payments range from 0% to 200% of target with details laid out within the plan document.

Benefits offered include the following :

Medical, dental, vision, life insurance, short and long term disability benefits, employee assistance program (EAP), Healthcare and Dependent Care Flexible Spending Accounts (FSA), and Health Savings Account (HSA) participation starting on the first day of the calendar month following date of hire.

Wellness Plan that allows participating employees to earn lower medical care premiums.

401(k) Retirement Plan starting on the first day of the calendar month following 30 days of service. The plan provides a fully vested 100% employer match on the first 4% of compensation contributed and also includes an annual employer-funded profit sharing contribution dependent on company profitability.

Two weeks of paid vacation for all non-temporary status new hires below Director level positions. Vacation entitlement increases based on years of service with BSH.

Unlimited paid vacation for all Director and above level positions.

The greater of (a) 40 hours of paid sick leave or (b) state or local minimum requirements for paid leave (Non-Production Line).

40 hours of paid personal leave (Production Line).

12 days of paid holidays per year (max 8 hours paid per day).

Adoption Reimbursement Program, Perks at Work, and BSH Employee Purchase Program.

BSH provides ongoing product training, uniforms, computer tablet, cell phone and a company vehicle for eligible positions.