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Resource Allocation Specialist
Regular Full-Time 30+ days ago Requisition ID: 3125
Summary of Position
The Resource Allocation Specialist will be responsible for close monitoring and management of assigned 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 expert use of the Automated Routing System (ARS) and ERP routing program combined with other online sourcing platforms, reference materials and the online Mobile GPS tool. The RAS will have full ownership and management of assigned zone(s) and 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 will be the SME for assigned zones and 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.
Essential Functions
Workload management includes project scheduling and 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 Coordinators to meet all objectives for assigned zone(s). Providing timely notification to appropriate internal/external customers of schedule status, jobs in jeopardy and/or a need to reschedule work. Field resource monitoring & routing includes tracking tech and/or parts availability and taking quick action to ensure effective routing/utilization of resources. Collaborating with Field Service management to travel resources into areas requiring extra or short-term coverage. Ownership of communicating with team on traveled resources. Responsible for escalating resource constraints/scheduling issues as needed and according to outlined process for special circumstances. Balanced use of Acuative technicians and partner resources for optimal workload coverage and utilization. Using online sourcing platforms to secure independent resources as needed to support fluctuating market volume and/or special projects. Work in tandem with Vendor Coordinators to secure contracted resources in support of projects and volume spikes in a market. Responsible for successful delivery of all scheduled work and assignment of incoming contracted maintenance work within assigned zone(s). Responsible for review of jobs in jeopardy for assigned zone(s) and taking action to prevent work rescheduling or late arrival on site. Close communication and collaboration with internal teams to align cross functional workflow that supports client requirements while considering company and departmental objectives. Coordinating parts delivery to meet SLA requirements. Phone support for field technicians, partners and select clients via assigned queues. 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. Administrative/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. Training of new employees.
Position Type/Expected Hours of Work/Travel
Non-exempt No travel required Minimum 40 hour work week
Required Qualifications
Minimum Associate's degree required and some prior work experience in a related field Excellent oral and written English communication Exemplary 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 beyond Associates 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 responsibilities that may be assigned or reassigned to this position at any time.
