Workforce Management Specialist
Location: Dallas, TX
Provide expertise in the implementation and integration of Workforce Management operating model for multi-center/multi-site environment; initial design and setup of contact center planning, forecasting and scheduling to meet business outcomes; analyze real time and historical data to provide recommendations for productivity improvements; create trend analysis reports to identify and anticipate volume fluctuations; based on industry experience, provide best practices for overall workforce optimization.
• Advanced knowledge and experience in Verint Workforce Management suite of services, having at least 5 years of experience working with the software platform
• Subject matter expertise in Contact Center operations and customer engagement
• High degree of personal initiative and motivation
• Experience in data analytics and forecasting