Resource Management Representative - HonorVet Technologies - Hybrid in Santa Clara, CA, US | Dice.com

HonorVet Technologies

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Resource Management Representative

Hybrid in Santa Clara, CA, US • Posted 4 hours ago • Updated 4 hours ago

Contract W2

Hybrid

$20 - $25/hr

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Job Details

Skills

Customer Service
Technical Support

Summary

Job Title: Resource Management Representative
Location: Santa Clara, CA Job Id : 36539413
Job Duration: 12 Months Pay rate : $25/hr on W2

What you get to do in this role:
Case Dispatch
Work closely with and in the same shift pattern as the Global Queue Manager (GQM) for a designated region, to ensure cases are dispatched to the best-skilled resources with enough time to meet initial response Service Level Agreements (SLAs).
Responsible for reviewing all new and unassigned cases on the RMR Dashboard and making dispatch decisions based on Support Representative availability, skill, and readiness, as well as case Special Handling Notes (SHN), urgency, and impact.
Ensure cases are assigned out on priority and in line with SLAs.
Assign cases as per the case dispatch process.
Document actions taken or decisions made in the worknotes.
Work closely with the GQM to manage conflicts in assignments or priorities.
Be responsive to messages and requests from incoming and outgoing regions.
Assessment of TSE or CSR capacity should include incoming work, actionable backlog, and Follow the Sun (FTS) handoffs.
Routing
Validate all unassigned cases, making sure they are sitting within the correct assignment group queues
Scheduling
Responsible for working with SME Managers to maintain Work Force Management (WFM) schedules.
Manage Support Representative schedules: Do initial setup and update exceptions in WFM
Alert Managers if staffing levels are too low for operational effectiveness
Ensure primary POCs (Points of Contact) on shift are updated and accurate in WFM, e.g., GQMs
Upload shift rotation schedules at least 3 months in advance, ensuring public holidays and weekend shifts are considered.
Handovers
Communicate with outgoing and incoming shifts as needed
Onsite Requirement: This position requires a hybrid schedule to sit onsite 2 days of the week.
Interview Process:
First round - 30-to-45-minute monitoring phone interview (behavioral and technical questions)
Final round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions)

Qualifications and technical skills that will lead to your success:
Minimum of 2 years of experience in a field related to Customer Service, Technical Support, Project Management, Workforce Management, Resource Management, or similar
The ability to communicate, collaborate and negotiate effectively
Technical awareness: Ability to understand technical terms as they relate to ServiceNow s products and services
Ability to multi-task in high-pressure, time-sensitive situations
Good data entry skills and experience using MS Excel
Excellent organization and time management skills
The ability to work as part of a team and independently, as circumstances dictate
Previous Workforce management experience is advantageous
Exposure to Cloud Platforms, specifically the ServiceNow platform, is advantageous

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90941473
Position Id: 36539413
Posted 4 hours ago

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Resource Management Representative

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