Resource Planning Command Center Specialist

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.
Summary:
Responsible for the execution of real-time resource planning practices and processes to ensure business results are achieved. Manages intraday schedules that optimizes staff to meet customer demand. Consults with leadership and the Command Center team through the day to allocation resources as efficiently as possible. This individual analyzes key business data and articulates meaning to leadership in huddles and intraday touchpoints.
Primary Duties & Responsibilities:

• Monitors and responds to real-time contact center volume traffic for multiple lines of business.
• Consults with business leaders to reallocate resources throughout the day.
• Detects and reports on trends with intra-day performance that may impact business results.
• Facilitates huddles to discuss prior day business results, while highlighting key insights and data trends. Consults on current day projections and provides actionable recommendations to business leaders.
• Responsible for the accurate execution and delivery of regular Command Center reports
• Leads phone queue assignments and priorities, modifying throughout the day as needed and making other adjustments according to business need.
• Monitors Intradiem and reports irregularities or issues to the Intradiem Consultant
• Ad-hoc requests/projects.
• Additional duties and responsibilities as assigned.

Qualifications:

• Bachelor's degree in business or related field or equivalency and/or equivalent work experience.
• Minimum of 2 years of workforce management experience required, preferably in intraday work
• Stamina to work in a fast-paced and team-oriented environment.
• Ability to work primarily between the hours of 7:00am-6:00pm CST or as needed work a split shift between the hours of 7:00am-6:00pm CST to respond to business needs. At times, may be required to work holidays or weekends when the Contact Centers are open.
• Excellent verbal and written communication and interpersonal skills including the ability to comfortably communicate with various levels of leadership.
• Highly self-motivated and self-directed with the ability to balance multiple assignments without close supervision and maintain composure under pressure.
• Strong analytical abilities in decision making and problem solving.
• Proven ability to understand overall Company and lines of business needs and challenges.
• Ability and initiative to learn and apply new information rapidly
• Proficiency in Microsoft Office, including Excel, PowerPoint, and OneNote
• Experience with Zendesk, Aspect, Genesys, Intradiem, and/or Slack a plus.

Compensation Range:
Pay Range - Start:
$41,230.00
Pay Range - End:
$76,570.00
Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additional information relating to location-based pay structures.
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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.
FIND YOUR FUTURE
We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups