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  • 5 days ago

jobs description

Command Center Consultant


Key responsibilities:
• Would be responsible for the design and delivery in Customer Services domain including:
• Workforce Optimization using various popular platforms available in the market
• Designing target operating model for WFM processes based on the client requirements
• Application of relevant experience on WFM solutions like Verint, NICE, Genesys, Calabrio, Aspect
• Ability to design forecasting models based on client's inputs including liaising with marketing team
• Ability to create capacity planning models based on client's local labor laws and business complexities
• Proposing scheduling models based on the client's input
• Ability to assess scheduling opportunities applying best practices and industry standards
• Process design for real time management, reporting and data analysis
• Ability to assess client's as-is WFM processes and provide fit gap analysis
• Ability to define business opportunities and provide actionable insights
•... Ability to prepare PowerPoint readouts and analysis to the clients

Your experience counts!
• Bachelor's degree in related field or equivalent experience
• Extensive experience in Contact Center Workforce Management Operations
• Experience working on WFM solutions for forecasting, complex capacity modeling, scheduling, real time management, reporting and data analytics
• Relevant working experience in Contact Center Operations including Speech Analytics,Â
• Quality Management, Agent Performance Management and Knowledge Management
• Experience in designing and implementing WFM solutions for any industry
• Having executed WFM projects or deployed WFM tools is required
• Experience in implementing WFM platform including configuration design, deployment, post deployment support and creating operational processes
• Project Management experience would be an advantage
• Consulting experience highly preferred but not required
Metro Manila Philippines


Apply - Command Center Consultant Metro Manila