Command Center Consultant -Taguig
Taguig, National Capital Region
Posted more than 30 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
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
Consulting experience is highly preferred but not required
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