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Full-time Email Us Command Center Consultant

at Neksjob Philippines in Taguig
Published at Apr 03, 2024

Command Center Consultant
Location: Taguig City, Metro Manila

Key responsibilities:
Design and deliver Customer Services domain with a focus on Workforce Optimization using platforms like Verint, NICE, Genesys, Calabrio, Aspect.
Develop target operating models for WFM processes based on client requirements.
Apply expertise in WFM solutions, designing forecasting and capacity planning models, and proposing scheduling models.
Design processes for real-time management, reporting, and data analysis.
Evaluate and analyze client’s WFM processes, providing fit gap analysis and actionable insights.
Prepare client presentations and analyses using PowerPoint.

Qualifications:
Bachelor’s degree or equivalent experience.
Extensive experience in Contact Center Workforce Management Operations.
Hands-on experience with WFM solutions for forecasting, scheduling, real-time management, and data analytics.
Relevant experience in Contact Center Operations, including Speech Analytics, Quality Management, Agent Performance Management, and Knowledge Management.
Experience in designing and implementing WFM solutions across industries.
Execution of WFM projects or deployment of WFM tools is required.
Experience in implementing WFM platforms, including configuration design, deployment, post-deployment support, and creating operational processes.
Project Management experience is advantageous.
Consulting experience is preferred.


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Published at Apr 03, 2024
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