Workforce Consultant
Workforce Consultant
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Support the functionality of Genesys WFM software (forecasting scheduling and maintenance)
- Analyze contact center performance data and provide recommendations to balance performance and support effective decision making
- Forecast long term and short term contact volume and staffing
- Maintain data points that promote accurate forecasting and understand drivers that produce anomalies
- Provide schedule recommendations for new hire training classes and optimized offphone activities
- Establish and maintain relationships with a broad base of stakeholders (i.e. Command Center Leadership Executives etc.)
- Lead meetings with Operations Teams to align and review performance and planning
- Review requirements for new tools
- Work with other WFM team members to balance workload and ensure deliverables are met
- Adhoc WFM duties as assigned
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 23 set days a week (determined by leadership/site) with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications :
Basic Qualifications
- 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters MBA JD MD) or 0 years of work experience with a PhD
Preferred Qualifications
- 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters MBA JD MD) or up to 3 years of relevant experience with a PhD
- Excellent verbal and written communication skills are essential
- Experience with scheduling software (such as eWorkforce Management Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor Genesys Administer CC Pulse IWD IWS) is recommend)
- Basic knowledge of Operational tactical and strategic techniques used to drive overall service levels across multiple sites
- Recommended Knowledge/experience with Genesys software Fair Isaacs Falcon and Adeptra.
- The incumbent should possess strong analytical capabilities knowledge of staff planning trend analysis and excellent PC skills including NT
- Must be able to work independently with minimal supervision to reach established goals
- Organized and detailoriented
- Decisive selfstarter who can perform with a minimal amount of supervision
- Candidate must demonstrate ability to set priorities
- Ability to work well in a team environment is essential to the analysts success
- Solid leadership and decisionmaking ability
- Ability to prioritize and balance workload across multiple sites
- Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
- Proficiency in Microsoft Office functions specifically Excel
Additional Information :
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
