Resource Planner- Sales Operations

Field & Inside Sales Operations Resource Planner

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 : 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.