Resource Management Representative (Hybrid – Santa Clara, CA)

Resource Management Representative (Hybrid Santa Clara, CA)

We are looking for a Resource Management Representative for a large, global SaaS B2B high-tech company. In this role, you will work closely with and in the same shift pattern as the Global Queue Manager (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). You will be responsible for working with SME Managers to maintain Work Force Management (WFM) schedules.

This is a 12-month contract (Extension Possible). 40-hour-per-week, hybrid role in Santa Clara, CA with 2 days onsite at the Santa Clara office.

This is a W2 employee of Stage 4 Solutions. Health benefits and 401K are offered.

Responsibilities : Case Dispatch

• Work closely with and in the same shift pattern as the Global Queue Manager (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 assigned out on priority and in line with SLAs.
• Assign cases as per the case dispatch process.
• Document actions taken or decisions made in the worknotes.
• Work closely with the GQM to manage conflicts in assignments or priorities.
• Be responsive to messages and requests 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

Handovers

Requirements :

Please submit your resume to our network at https : / / www.stage4solutions.com / careers / (apply to the Resource Management Representative (Hybrid Santa Clara, CA) role).

Please feel free to forward this job post to others you think may be interested.

Stage 4 Solutions is an equal-opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates' qualifications, without regard to race, color, religion / belief, national origin, gender identity, age, disability, marital status, genetic information or other applicable legally protected characteristics.

Compensation : $20 - $26.32 / hr

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