Apply as Command Center Consultant /Taguig
Taguig, National Capital Region
Posted 5 days ago
- Company:
- Neksjob Philippines
- Company Description:
- ABOUT US Neksjob is an outsourcing and social enterprise that provides quality services to our clients locally and abroad. We are driven by the innate desire to bring about change by encouraging out of the box solutions to well-worn path challenges at a cost-effective rate. We aim to bridge the gap between countries and cultures, distance and time zones, to bring the world closer through the help of emerging technology. WHAT WE DO Recruitment Process Outsourcing We take pride in delivering highly efficient candidates at a fast-paced resource recruiting guaranteed one time deployment. Complete your team of experts now! Staffing We dedicate our company in finding only the highest caliber of team that can deliver all the requirements for your project. Web Design & Software Development Our team not only brings life to websites but also is capable of delivering specific requirements accordingly.
- Contract Type:
- Full Time
- Experience Required:
- 5 to 10 years
- Education Level:
- Bachelor’s Degree
- Gender:
- Any
- Number of vacancies:
- 1
Job Description
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.