Resourcing Specialist

Location: Remote

Department: Client Operations

At Richardson, the Resourcing Specialist is responsible for scheduling client engagements and managing Richardson-Challenger facilitator schedules for US, Canada, and Latin America.

This position requires excellent customer and communication skills, as well as the ability to meet pressing and constantly shifting deadlines. The ideal candidate works well under pressure and possesses a strong aptitude of professionalism and curiosity, displaying the utmost flexibility and efficiency for constant reprioritization of time-sensitive requests. The ideal candidate also has a desire to develop a deep knowledge of facilitator industry expertise, classroom style, general availability, and other unique characteristics to enable best fit and strategic facilitator recommendations for client engagements.

Richardson’s goal is to consistently exceed client expectations by securing quality facilitation resources, while appropriately balancing distribution of assignments and optimizing margin for all instructor-led training engagements.

Responsibilities:

• Provide strategic resourcing solutions by collaborating with cross-functional team members across CS, Operations, and Sales to assess client demands and provide facilitator assignment recommendations.
• Coordinate an average of 75 virtual and live training days on a weekly basis, maintaining an online calendar for 60+ facilitator schedules.
• Be the Richardson liaison for facilitators; build and maintain positive working relationships with all US, Canadian, and Latin American facilitators.
• Balance various scheduling restraints with the unwavering goal to resource best fit facilitators based on client needs. Considerations may include conflicting client requests, facilitation delivery styles, industry expertise, program certification, company culture, language requirements, travel restrictions, personal availability, and margin optimization.
• Proactively anticipate, assess, and manage unforeseen scheduling risks associated with business objectives and assigned scheduler activities, notifying appropriate personnel when the success of a client engagement may be compromised, and escalating if delegated roles and responsibilities are not being followed.
• Manage the quality and integrity of data in the training calendar to ensure accurate information is captured for internal teams (Client Services, Finance, etc.).
• Leverage team-sanctioned tools to execute strategically and efficiently; manage communication in centralized formats (i.e. Netsuite, Salesforce, Precursive) and seek to collaborate whenever possible. Maintain a 24hr SLA response time and fulfillment SLA of 5 business days; utilize consultative skills to proactively anticipate and address inquires, ultimately delivering issue resolution for all incoming requests
• Demonstrate knowledge of specific client solutions to facilitators by reviewing course agenda, proposals, sales memos, and scope document, as well as obtaining knowledge transfers from the Customer Success Group, as needed, in order to convey understanding of the client engagements to obtain facilitator assignment acceptance.
• Leverage influencing skills and collaborative relationships with cross-functional partners across Sales, Operations, Finance, Marketing, and Design, to position the most appropriate facilitation resource, while simultaneously balancing business constraints and monitoring budget implications.
• Identify, develop, and implement ways to conduct standard operating procedures more effectively and economically, conducive to increasing sustainable operational efficiency, in collaboration with various cross-functional team members.
• Proactively advocate for improved process wherever possible; curiously seeking ways to improve our ability to resource and deliver effectively
• Train and mentor new Operations team members, continuously sharing best practices and displaying operational expertise with domestic and global internal partners. This includes cross-training new hires from various departments and supporting the onboarding of RVPs.

Qualifications:

• Bachelor's Degree or equivalent work experience required
• 2+ years proven experience in providing customer service in Business-to-Business environment paired with excellent problem-solving skills required
• Exceptional written and verbal communication skills required
• Strong attention to detail and the ability to effectively manage multiple concurrent objectives and urgent calendar adjustments; effectively making judgments to prioritize appropriately to meet deadlines for clients and colleagues
• Ability to tailor communication based on audience type; know when to advocate, challenge, acquiesce and do so with tact and professionalism
• Comfortable navigating and managing conflicting needs and guidance; can confidently deliver challenging messages and have difficult client conversations, always expressing the why and providing context
• Proficient use of all Microsoft Suite products, Netsuite, Salesforce, Precursive, Asana; a desire to embrace technology to scale work efficiently

Abilities & Attributes:

• Must possess the ability to work in a fast-paced, multi-tasking, team-oriented environment with frequently shifting priorities.
• Practice and apply effective communication concepts, tools, and techniques, possessing the ability to productively convey and interpret ideas and information through applications of appropriate communication behaviors.
• Progressive critical-thinking skills with the ability to assess and devise action plans regularly
• Ability to make agile and logical last-minute decisions under pressure while maintaining the utmost professional composure and overcoming obstacles when scheduling conflicts arise, in addition to anticipating challenges prior to occurrence
• Exceptional organizational skills to manage data entry of multiple client engagements and training initiatives
• Self-motivated and reliable to be accountable for outcomes; must possess the ability to work with minimal supervision
• Comfortable working a flexible schedule and available for after hours, weekends, and holidays when travel emergencies occur