Resource Management Representative

What you get to do in this role:Case Dispatch: Work closely with and in the same shift pattern as the 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 being assigned with enough time to meet initial response SLAs.Ensure cases are assigned out on priority and in line with SLAs.Assign cases as per the case dispatch process in KB0717092.Document actions taken or decisions made in the worknotes.Work closely with the GQM to manage conflicts in assignments or prioritiesBeing responsive to GQMs, from incoming and outgoing regionsAssessment 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 queuesScheduling: Responsible for working with SME Managers to maintain Work Force Management (WFM) schedules.Manage Support Representative schedules: Do initial setup and update exceptions in WFMAlert Managers if staffing levels are too low for operational effectivenessEnsure primary POCs (Points of Contact) on shift are updated and accurate in WFM, e.g., GQMsUpload shift rotation schedules at least 3 months in advance, ensuring public holidays and leave requests are considered.Handovers: Communicate with outgoing and incoming shifts as needed