The Resource Desk team lead is responsible for real time staffing analysis and establishing controls to maintain service level goals across our global Technical Support environment. The Resource Desk team lead act as the first point of contact into Workforce Management for associates and the Customer Support Operations leadership team. The team is responsible for monitoring real-time activity and providing recommendations in order to optimize daily Service Level. This role will be working with our sophisticated workforce management application and our interaction routing application in order to accurately track and manage both on and off-line activities as required for productivity analysis and resource forecasting. The team is responsible for providing real-time service level reporting to the management team and communicating with internal and external partners to identify and manage call drivers. Additionally, the team acts as an educator to associates and managers on the principles of Workforce management. The Resource Desk team provides this real-time management service on a 24x7 rotational schedule basis. The successful candidate will have proven leadership skills, a track record of innovation, the ability to proactively identify opportunities and quickly implement solutions, a positive attitude and a passion for exceptional customer service. The successful candidate will be an exceptional communicator.

If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!

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