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Vacancies > Job Vacancy Announcement Detail
Job Vacancy Announcement Detail
| Employer: | Micronesian Telecommunications Corp. dba. IT&E |
| DBA: | Micronesian Telecommunications Corp. dba. IT&E |
| Address: | P.O. Box 500306 Saipan, Northern Mariana Islands 96950 United States |
| Phone: | 670-234-6600 |
| Other Number: | 670-285-9137 |
| Contact Micronesian Telecommunications Corp. dba. IT&E via email | |
| Job Vacancy Announcement | JVA |
| JVA Type: | Replacement |
| Island | Saipan |
| FLSA Covered? | Yes, covered |
| DOD related? | Not Indicated |
| PERM related? * | No |
| VEVRAA related? | Not Indicated |
| Original Number of Openings: | 1 |
| Number of Openings Currently Available | 1 |
| Specific Worksite location: | Saipan |
| Job Classification: | Management Occupations |
| Job Title: | Resource Management Assistant |
| Announcement Number: | 15-01-30021 |
| Job Classification: | Management Occupations |
| Opening Date: | 1/16/2015 |
| Closing Date: | 1/23/2015 |
| Salary Range: | $22859 to $37731 / Annually |
| Job Title: | Resource Management Assistant |
| Job Duties: | Job Summary: Under the supervision of the Resource and Vendor Management Supervisor, the Resource ManagementAssistant is responsible for providing training, and monitoring employee performance in a 24-hour call center. The Assistant monitors the network to ensure that service levels are met, addresses any customer issues to meet customer expectations, and provides on-call technical support and contact for the Operators and Customer Care Representative (CCRs) for repair escalations. The Assistant uses a combination of profiling, overtime, and shift changes to adjust staffing levels to accommodate revised staffing-need forecasts, marketing rollouts, network upgrades, and unexpected increase in call volumes due to natural or man-made events. Essential Duties and Responsibilities: The Employee will: 1. Assist the Resource Management supervisory staff in accomplishing the administrative tasks and responsibilities required of the department. 2. Provide administrative support for the Resource Management Department by handling correspondence, preparing purchase requisitions and travel requests, filing, answering phones, typing and performing other administrative support tasks. 3. Oversee the call center floor, ensuring sufficient coverage for specific call-type requirements, monitor answering time service levels, redirecting employee call-type assignments to ensure objectives are met for each call-type simultaneously. 4. Monitor employee check-in procedures to verify that employees are on time, that adherence to the work schedule is met and to facilitate a smooth exchange of personnel for breaks and lunches that does not interrupt the call-flow, while meeting objectives. 5. Prepare, and submit to the Supervisor for approval, weekly employee work schedules utilizing call history and anticipated call volumes to determine needed coverage for all call types in fifteen minute increments,. Schedules include days off and pre-scheduled vacation time. 6. Prepare bi-weekly time sheets for all employees to include working time, shift differentials and leave. 7. Create statistical reports for Monthly Operational Reports, PUC reports, and contracted services reports that include call volume, average answer time, average work time, and numbers of abandoned calls. Required client reports are ran every 15 minute increments on a daily, weekly and monthly. Graphs are produced when necessary. 8. Undertake customer calls when transferred from the operators/CCRs for difficult customers or problem situations, ensuring follow-up and closure. 9. Document customer commendations for employee files. 10. Perform research and gather information, as directed. 11. Provide hands-on training with written documentation guiding employees through computer/software applications, customer service skills, keying strategy, effective questioning and voice quality. 12. Instruct CCRs in the use of various switch applications including: AS400, APTIS, CPDI, Radius, MTX, DMS100, NOIDU, SPATCH and ACD. 13. Provide training in any special skills requested by service subcontractors. 14. Assist the Supervisors or Manager as directed. 15. Cross-train other staff in various aspects of this position to prepare them to fill in as needed. 16. Perform other related duties or tasks as assigned or required. Special Knowledge, Skills and Abilities: 1. Knowledge of: a. Basic principles and practices of office administration and communications b. Administrative and clerical procedures and systems such as computer operations, managing files and records, designing forms and other office procedures and terminology c. Customer service and problem resolution techniques d. Principles and concepts of team work, work-related goal setting and resource management e. Usage and training techniques for the AS400, APTIS, CPDI, Radius, MTX, DMS100, NOIDU and SPATCH 2. Skills in: a. Analyzing performance results to determine methods of improving service b. Preparing written reports, inventories, statistics and analyses c. Use of personal computer hardware and Microsoft software programs to include MS Excel, Access, MS Outlook and Word d. Managing time keeping and preparing reports and records e. Training and instruction techniques f. Incident investigation and making sound and supportable determinations and recommendations 3. Ability to: a. Communicate clearly, concisely and accurately with all levels of staff and customers, both verbally and in writing. b. Learn the job-specific aspects of various computer hardware and software. c. Make quick, but logical and sound decisions in the resolution of difficult and complex situations. d. Create a team environment and maintain employee morale. e. Perform in a self-directed, hard-working, creative and forward thinking manner. f. Be able to forecast two-week staffing schedule requirements, using daily call data, with minimal supervision. |
| High School Diploma Required? | Undetermined |
| Qualification Requirements: | Education: High School graduate or equivalent Work Experience: One year of general administrative experience and one year as Telephone Operator |
| Full or Part Time: | Full Time |
| Hours per Week: | 40 |
| Hours per Day: | 8 |
| Payment Frequency: | Bi-weekly |
| Overtime Available: | No |
| Overtime Rate: | $1.5 - $1.5 |
| Rate x 1.5 per hour Exempted: | No |
| Specify All Payroll Deductions: | |
| Required tools, supplies and Equipment to be provided: | |
| Anticipated starting date of employment: | Not Indicated |
| Anticipated closing date of employment: | Not Indicated |
| Housing Provided: | No |
| Food Provided: | No |
| Transportation required: | No |
| If transportation is required, daily transportation to and from the worksite(s) will be provided to the workers. Daily pick-up place(s) will be at: | |
| Fringe Benefits: | |
| Comments: | Please fill up an application online at www.ite.net |