Resource Management Representative

4 weeks ago


San Diego, United States Cypress HCM Full time
Job DescriptionJob Description
Resource Management RepresentativePosition Overview:A resource management representative (RMR) is responsible for two primary areas:
  • Assignment of incidents or cases to the support organization
  • Workforce scheduling of support teams.
Responsibilities:
  • Act as the initial reviewer of arriving incidents for the determination of correct assignment group and categorization
  • Work with tools, other dispatchers, team leads and managers to determine the best person to handle the incident
  • Monitor incoming queues and transfer queues for new incidents and incidents that need to be reassigned
  • Schedule technical resources on the Company Workforce Management portal
  • Work with managers to build team schedules
Qualifications:
  • 1+ year experience working within a customer service environment.
  • A good understanding of the ServiceNow platform is an advantage.
  • Basic computer skills and operation system knowledge
  • Help desk and/or customer support experience - an understanding of priorities, SLA
  • Interpersonal skills - great communication, empathy, active listening, and a drive for growth.
  • Critical thinking skills
Compensation: $31.50 - $42.00 per hour ID#: 33209921

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