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Full-time Email Us Command Center Consultant

at Neksjob Philippines in Taguig City
Published at Nov 15, 2023


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,
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

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Published at Nov 15, 2023
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