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    Command Center Consultant - Taguig, Pilipinas - Neksjob Philippines

    Neksjob Philippines
    Neksjob Philippines Taguig, Pilipinas

    1 linggo ang nakalipas

    NeksJob Philippines background
    Buong oras
    Paglalarawan
    Command Center Consultant

    Taguig


    Key Responsibilities
    Would be responsible for the design and delivery in the Customer Services domain including:

    Workforce Optimization using various popular platforms available in the market

    Designing a target operating model for WFM processes based on the client's 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 clients

    Your experience counts

    Bachelor's degree in a 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 the WFM platform including configuration design, deployment, post-deployment support, and creating operational processes

    Project Management experience would be an advantage
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