The Field & Inside Sales Operations Resource Planner will serve as a strategic resource who participates in processes, initiatives, projects, and the support of reporting key performance indicators. This professional will play a role in providing information to support decision making, tactics and strategies that will lead to the achievement of business objectives and support the ongoing evolution of the teams we support, and the growth of skills required for success.
In the role of Sales Operations Resource Planner you will:
Active Queue Monitoring:
Queue Management- SL, wait time, availability, and adherence.
Email/Voicemail distribution.
Analysis support for off phone needs.
Monitoring for Systems issues, and ability to assist in directing appropriately.
Communicate queue trends to scheduler, senior consultants to identify possible changes.
Coverage coordination and communication.
Real time Capacity utilization:
Look at opportunities to utilize staff capacity to support department goals.
Communicate opportunities available to peers and leadership.
Evaluate trends to optimize utilization.
Real time workload prioritization and assignment:
Work with front line employees to identify tasks that need attention.
Evaluate task prioritization to meet current KPI’s.
Assign tasks utilizing available software to meet business objectives.
Real-time front-line employee support as SME:
Receive Tier II questions from the Tier I subject matter expert team.
Evaluate needs and identify trends to help further the development of this team.
Mentor subject matter expert team.
Real time MQL Management:
Responsible to manage service level expectations.
Report on impacts to results.
Documentation of processes and procedures
In partnership with SME, and the broad Operations team, identify and update policies and procedures for teams’ knowledge base.
Customer focused processes:
Tier II support for elevated customer needs outside of scope for frontline employees.
Real time scheduling request, evaluating business needs.
Update workforce management software with real time updates such as meetings, trainings, PTO, off phone work.
What you need to succeed?
F&IS Operations Resource Planner:
1-4 years’ experience in sales required, along with 1-4 experience in business, analytics, and workforce management. Or a combination that provides relative experience.
F&IS Operations Resource Planner III/SR:
5+ years’ experience in sales, analytics, leadership, and workforce management. Or a combination that provides relative experience.
All F&IS Operations Resource Planners:
Analytical and critical thinking skills.
Knowledge of technologies used in Inside Sales, WFM, and Reporting.
Project management skills, participation, and leadership desired.
Business acumen.
Shift Hours: Shift Hours: Flexibility to work shift hours between 7:30 AM – 6:00 PM.
Location: Candidates will be required to be on site 2 days a week(8 days a month minimum) at our office in Westbrook, ME.
What you can expect from us:
Base salary of $60000 + yearly based on experience
Eligible for annual bonus
Health / Dental / Vision Benefits Day-One
5% matching 401k
Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more
Why IDEXX?
We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people.
So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
Let’s pursue what matters together.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.
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Top Skills
What We Do
10,000 people, one global focus - enhancing the health and well-being of pets, people, and livestock
We are passionate about what we do at IDEXX – and why wouldn’t we be? When you’re working to raise the standard of care for pets, make drinking water safe for billions and keep our livestock population around the globe healthy and free of disease, it’s no wonder that what we do each day is more than just a job. There’s an energy across IDEXX that is contagious – where caring and committed people come together to make things better.
IDEXX Laboratories, Inc. (NASDAQ: IDXX), a member of the S&P 500, is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. Headquartered in southern Maine, we conduct operations through more than 70 locations around the world and serve customers in over 175 countries.
Our primary business focuses on pet health, a growing market around the world. Our products —in-clinic diagnostic tests and instrumentation, reference laboratory and telemedicine consultation services, and practice management software—enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and to build more economically successful practices.
We also develop and manufacture diagnostic tests and information for the global production animal industry, including poultry and livestock, as well as tests for the quality and safety of water and milk.
Please visit our website, IDEXX.com/careers, for further information and to view all of our job opportunities.
