Workforce Management Consultant

Location
Norfolk, VA
Salary
Competitive
Posted
Oct 02, 2020
Closes
Oct 27, 2020
Ref
139156BR
Function
Management
Industry
Healthcare
Hours
Full Time
The Workforce Management Consultant is responsible for call center performance analysis, real-time queue management and collaborating with the management team to meet service level and response time objectives across all contact channels while ensuring effective and efficient use of resources. Other duties include planning, organizing and managing the workload through accurate forecasts, staff calculations, schedules and management reports.'Plans and distributes daily work schedules for agents and provides historical adherence reports to management.'Maintains the agent database to include updating preferences, special requests, exceptions, vacations and holidays in a timely manner.'Continually improves forecasting and scheduling predictions across all contact channels.'Develops special forecasts to assist in creating project staffing plans and ongoing plans.'Supports call center business operations 'Acts as a divisional subject matter expert in workforce management applications and assists in training where applicable.'Develops long-term capacity plans and provides accurate workload predictions for annual budgeting and planning.'Perform any other job-related instructions as assigned.

Qualifications

Education Level
Bachelor's Level Degree - BUSINESS ADMINISTRATION - Experience in lieu of education: Yes OR
Bachelor's Level Degree - COMPUTER SYSTEMS ANALYSIS - Experience in lieu of education: Yes

Experience
Required: Information Technology - 5 years

Preferred: None, unless noted in the "Other" section below

License
None, unless noted in the "Other" section below

Skills
Required:

Preferred: None, unless noted in the "Other" section below

Other
Five years experience required in call center operations workforce management, call center operations, and IT or business-related operations. Eight plus years of technical call center or workforce management related experience and/or training or equivalent combination of education and experience in lieu of degree.Must have working knowledge of call center technology including ACD applications. Call Management System (CMS), Avaya Call Recording and Quality Management system, NiceinContact skills required. Experience with survey Feedback, Interactive Voice Response (IVR) and other telephone related software and strong data analysis skills required.Must be detail oriented with strong analytical and problem-solving skills and excellent customer service skills.Requires strong organizational multitasking abilities/time and project management skills. Microsoft Office ' Expert level background with Excel.

Similar jobs

More searches like this