Position Details

Salary $81K – $81K USD / year

Type Full-Time

Experience senior

Exp. Years 4-7 years

Education Bachelor's degree in any field

Category Operations & Logistics

About this role

Senior supervisor responsible for real-time staffing and management across Exelon region contact centers, driving service levels, efficiency, and financial targets. Leads a team of real-time analysts and partners with leadership to implement strategic staffing interventions.

Key Responsibilities

Direct Resource Management staff to ensure efficient, cost-effective Contact Center Operations
Lead and develop internal teams
Serve as single point of contact for Customer Contact Center operations issues
Collaborate with other departments and external organizations
Educate management with trend analysis and implement real-time staffing interventions

Technical Overview

Focus on workforce management and data analytics using WFM tools (NICE IEX) and reporting (Power BI, Excel) to monitor performance, forecast demand, and optimize staffing.

Ideal Candidate

The ideal candidate is a senior resource management professional with 4+ years of contact center staffing experience, proficient in WFM tools (NICE IEX) and data visualization (Power BI). They can lead a small team, analyze trends, and implement real-time interventions to hit service levels and cost targets.

Must-Have Skills

Bachelor's degree4-7 years' experienceKnowledge of Resource Management planning principlesLeadershipAnalytical abilityStrong communication skills

Nice-to-Have Skills

Call center experience24x7 operationsSchedulingAutomatic Call Distributor (ACD)Voice Response Unit (VRU)NICE IEX experiencePower BI experienceAdvanced Excel

Tools & Platforms

NICE IEXPower BIMicrosoft Excel

Required Skills

Resource ManagementReal-time staffingContact Center OperationsTrend analysisWorkforce Management (WFM)NICE IEXPower BIMicrosoft ExcelData analysisLeadershipCommunicationAnalytical ability

Hard Skills

Real-time staffingResource ManagementContact Center OperationsTrend analysisWorkforce Management (WFM)NICE IEXPower BIMicrosoft ExcelData analysisStaff coaching and development

Soft Skills

LeadershipCommunicationAnalytical thinkingProblem solvingCross-functional collaborationStrategic thinking

Industry & Role

Industry Energy

Job Function Oversee real-time resource management for Exelon’s contact centers to meet service levels and financial targets.

Role Subtype Operations Manager

Keywords for Your Resume

Sr Supvr Resource ManagementResource ManagementReal-time staffingReal-time managementContact Center OperationsStaffingtrend analysisPower BINICE IEXWFMWorkforce ManagementExcelMicrosoft ExcelCross-functionalLeadershipCommunicationOperational efficiencyCost optimizationPerformance metricsManagement coachingBachelor's degree

Deal Breakers

Bachelor's degree required, 4-7 years' relevant experience, Experience in Resource Management / real-time staffing

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