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Resource Allocation Coordinator
Regular Full-Time Professional 5 days ago Requisition ID: 3168
Summary of Position
The Resource Allocation Coordinator will be responsible for close monitoring and management of all work queues to ensure timely and accurate prioritization and assignment of labor tickets in accordance with client requirements and contractual SLA’s. This is achieved through balanced use of the Automated Routing System (ARS) and InsidEdge (ERP) routing program combined with other online sourcing platforms, reference materials and the online Mobile GPS tool. The RAC will focus on maximizing company profits through routing efficiency, including ensuring proper workflow into the ARS, and tech utilization balanced with contractor use. This role is expected to deliver a positive outcome for the company and client working independently on scheduling requests and collaboratively within a fast-paced team focused on meeting client ETA’s/SLA’s.
This role includes responsibility for most of the essential functions of the Vendor Coordinator position when working outside normal business hours.
Essential Functions
Workload management requires close monitoring for jobs in jeopardy, escalations, exceptions and other incoming scheduling requests. Taking quick action to resolve issues and ensure timely dispatch of tickets to meet client ETA/SLA requirements. Work in tandem with Resource Allocation Specialists to meet all departmental objectives. Providing timely notification to appropriate internal/external customers of schedule status, jobs in jeopardy and/or a need to reschedule work. Monitoring & routing includes tracking tech location and/or parts availability and taking quick action to ensure efficient routing/utilization of resources. Responsible for escalating resource constraints/scheduling issues as needed and according to outlined process. Assigning 1099 and partner resources as needed to avoid rescheduling of work while meeting SLA requirements for incoming maintenance tickets. Using online sourcing platforms to secure independent resources as needed to avoid rescheduling of work while meeting SLA requirements for incoming maintenance tickets. Responsible for maintaining next day schedules as much as possible to mitigate client impact. Coordinating parts delivery/transfers to meet SLA requirements. Phone support for field technicians, partners and select clients via assigned queues. Administrative tasks required to block automated work assignment based on availability, shift changes and travel. Regular and concurrent use of scheduling tools, ie. online sourcing platforms, InsidEdge, ARS and mapping software for timely and accurate resource routing/job scheduling. Participation in company quality program. Other duties as assigned.
Non-Essential Functions
Monitoring client work portals and online platforms for available work to increase technician utilization in lower volume markets. Monitor vendor required queues for timely scheduling of low lead time tickets. Monitor work queues for international tickets requiring immediate attention. Respond to partner and 1099 questions as needed. This includes monitoring online sourcing platform for flagged jobs and messaging from the assigned contractors.
Position Type/Expected Hours of Work/Travel
Non-exempt No travel required Minimum 40-hour work week
Required Qualifications
Minimum high school diploma required and some prior work experience in a related field Strong oral and written communication Strong organizational & time management skills Experience in using Microsoft Office software –proficiency in Outlook & basic use of Excel Strong Internet and PC skills a must with experience using Windows based applications Excellent problem solving and critical analysis skills Proven teamwork skills Proven multitasking skills with focus on detail Record of working independently to carry out company and team goals, objectives, policies and procedures, to promote a positive Company image The capability to endure stress and work well under pressure
Additional Qualifications Desired
Background in telecommunications Education or training beyond high school Dispatch experience Experience using mapping software and workforce support tools Knowledge of Cisco Finesse phone system and queues Customer service experience Ability to understand contractual commitments
Work Environment/Physical Demands
Use of PC, with close attention to monitor for the entirety of the workday will be required Heavy phone use throughout the day Availability to work outside of normal shift as required and work overtime/holidays as necessary
NOTE: The above is intended as a general non-exhaustive description of an Acuative position as of the date written. It does not prescribe or restrict the duties and
