RESOURCE ALLOCATION MANAGER Varolii Corporation
THIS JOB HAS EXPIRED DESCRIPTION
Varolii is a market leader in Customer Interaction Management, helping large enterprises communicate with their customers, members and employees in the most effective and cost?efficient manner. Varolii pioneered the first truly personalized, proactive automated solutions for contact center optimization more than a decade ago. Since that time, we?ve been first to market with applications that have revolutionized how companies interact with consumers. We honed years of experience and technology innovation into targeted application suites tailored to six key vertical markets: healthcare, financial services, airlines, utilities, telecommunications and retail. These application suites combine cross channel communications (voice, text, email and smartphone) with advanced analytics, segmentation, reporting and campaign controls for a seamless solution that yields more profitable outcomes and a better overall service experience.
Today, Varolii serves many of the top Fortune 500 and Fortune 1000 companies by delivering a higher return on every interaction. In fact, one out of every three Americans has interacted with Varolii through the more than 450 organizations that trust Varolii to engage their customers and employees in millions of digital interactions every day. Varolii has offices in Seattle, WA & Burlington, MA.
For more information, visit www.varolii.com.
The Resource Allocation Manager works within the Professional Services team. As the Resource Allocation Manager, you will own the responsibility for resource allocation; ensuring the right people are allocated to the right work and that time is captured appropriated against open work orders. You have overall responsibility for project scheduling, driving capacity issues and facilitating decisions for resource allocation for the successful workflow and completion of high profile projects.
Own the responsibility for resource allocation and serve as the conduit through which all work requests come into the Services division. Proactively assess future resource needs, maintain awareness of project pipeline
Ensure the right people are allocated to the right work, and that time is captured as appropriate against the open WO?s.
Proactively assess future resource needs, maintain awareness of project pipeline
Overall responsibility for project scheduling and driving capacity and scheduling issues to resolution, managing through priority conflicts and facilitating decisions, overall responsibility for resource allocation
Own the reporting of time, revenue, backlog, etc. for the Professional Services division
In conjunction with other Services Leaders, manage the billable Services team members? utilization and assist in driving revenue to the departmental goal. Own the utilization attainment for the Services development portion of the Services team.
Responsible for the resource escalation process and work with stakeholders to identify a resolution to issues requiring escalation
Responsible for continuous improvement regarding our WO and tracking processes to simplify the workflow and improve time to resource as well as assisting with other continuous improvement initiatives that impact the project/work delivery lifecycle.
Helps establish and monitor KPI?s and generates and owns the reports that measure the effectiveness of the Services team
Looks to increase efficiency in reporting by creating automated reports
Performs basic analysis and suggests improvements
Performs the administration and data entry of the PSA tool and work order system
Takes ownership of the system and data integrity
Provides suggestions for process changes where needed
Acts as Services governance representative for the PSA tool
Fulfill requests from the PS-Project Managers and obtain commitments from the Client Solutions team (Developers) and staff projects with Developers and QA.
Work closely with the Finance group on revenue recognition requirements clarification
Fulfill the internal SLA to ensure that projects are efficiently flowing through the groups within Professional Services to ensure responsiveness to our Clients and Varolii Sales
Developing collaborative working relationships with cross functional teams and professional service vendors.
Continuously improve the existing resource allocation process and rollout new changes through detailed documentation, informal conversations, and formal presentations.
Bachelors Degree in business or related field
At least 5 years of directly related professional experience
Strong project management, time management and follow-through skills
Proven ability to manage high level timelines
Experience with Microsoft Office applications
Strong Excel skills required
Ability to communicate effectively and take initiative to seek clarification when needed
Self directed, highly organized and extremely detail oriented
Previous experience managing multiple priorities and deadlines effectively
Enthusiastic learner with track record of taking initiative and achieving goals
Previous reporting experience preferred
Previous experience in a high tech field preferred
Previous experience working with remote employees
||Seattle, WA 98104 |
THIS JOB HAS EXPIRED