Resource Manager

Overview

The Resource Manager is responsible for supporting all members of the TSG Team toward a goal of effective Case and Resource management. They will work with the TSG team and Managers to perform any functions to ensure all work is being completed efficiently and effectively including creating and assigning cases, documenting processes and progress, and managing client-facing queries.

Responsibilities

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Process all Customer inquiries and create cases accurately and efficiently
• Demonstrate ability to successfully handle multiple cases and tasks simultaneously
• Demonstrate expert knowledge of all products and services to assign cases
• Be able to clearly and concisely communicate via phone, e-mail, and live remote chat
• Follow prescribed processes, procedures and utilize provided tools
• Demonstrate ability to think independently and analyse for solutions and propose changes to increase efficiency and quality
• Communicate TSG needs to the department
• Ensure compliance with company policies, procedures, standards and expectations
• Conduct regular communication with supervisor
• Exhibit continued growth in knowledge and skills
• Track progress and time utilization
• Work closely with all TSG staff to effectively accomplish goals
Other duties and responsibilities:
• Other responsibilities assigned by management

Qualifications

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Qualifications include:
• High School Diploma required
• Bachelors Degree preferred
• 2-5 years related job experience
• Excellent organizational skills
• Excellent written and oral communication skills
• Strong computer skills, including:
• CRM (Customer Relations Management) tools – Salesforce (minimum 1 year)
• Online meeting/conference tools
• Proficient in Microsoft Office suite
• Proven ability to manage large volume of work and multiple priorities in a demanding work environment
• Proven ability to thrive with strict time management requirements
• Diligent in tracking progress and schedules
• Proven ability to work cohesively with a team
• Self-motivated and self-directed
• Accepts and responds to feedback quickly and positively