Director WFM / Command Center/ Resource Planning

 We are currently seeking a Regional Director of Resource Planning and Management (RPM) to join our Contact Center leadership team based in Tulsa, OK.  This position plays a critical role in achieving the business objectives of the company by achieving call center efficiency and ensuring service levels are consistently met.  The Regional RPM Director is responsible for ensuring a smooth and efficient operation by effectively forecasting resource requirements, overseeing resource utilization and call flows across a multi-site operation through the use of resource planning systems and process engineering. Essential Duties and Responsibilities: Establishes, implements and directs strategic planning of resources and customer contact work assignment across call centers.(Forecasting, hiring, staffing, scheduling). Conceptualize, design, develop, implement and maintain processes for productivity and performance improvements. Work closely with business partners to forecast staffing and facility requirements to ensure resource availability required to meet company targets. Provide sufficient support and recommendations to Operations and Senior Leadership for evaluating alternatives for cross-divisional applications, staff utilization and call flow scenarios. Establishes, implements and manages reporting/operating standards and procedures for the utilization of phone personnel. Advises Senior Leadership as well as RPM direct reports of key operational issues affecting efficient labor management. Monitors call center industry to identify trends to improve workforce management techniques and technology and determine adaptability to Contact Centers and Group business objectives. Lead RPM team members, foster their professional development and growth with a focus on promoting team work and cooperation. Support RPM staff through hands on development and training of best practices for forecasting and scheduling in a complex multi-site environment. Successful candidate will possess the following Knowledge, Skills and Abilities: Bachelors Degree or 8 years relevant experience. 5 years plus management experience in a multi-site contact center environment.  5 years plus prior workforce planning, scheduling and tracking experience. Must be a seasoned expert (hands-on) in staff planning, forecasting and scheduling in IEX or similar manpower planning platforms. Must have proficiency with various software. (MS Office, Crystal Reports and/or Brio Query). Proven strategic thinking/planning and analytical skills. Comfort in complex and ambiguous situations. Experience working with Centerbridge. (preferred) Ability to effectively interface with all levels of management. Detail oriented with strong communication skills. Experience working in a fast paced environment with the ability to multi-task. We offer a competitive total compensation package, which includes a great salary & bonus plan along with an excellent benefits package.  Target base salary 90-105K + 25% bonus + relocation + benefits.  MRINetwork is the largest and most successful search organization in the world. Each MRINetwork office is a single point of contact to over 1,100 offices in more than 37 countries, our candidates have access to the right jobs virtually anywhere in the world. LOCATION: Tulsa, OK JOB CATEGORY: Customer Support/Client Care TYPE: Full Time, Employee SALARY: 90,000.00 - 105,000.00 USD /year+ 25% bonus + relocation + benefits JOB REFCODE: 0423TR1