Sr Consultant - Workforce Analyst Job in Telecommute
Individual contributor responsible for participating on a client-facing consulting team and acting as the subject matter expert in workforce management.
In-depth knowledge of forecasting, scheduling, and intraday processes, with proven ability to document, review and evaluate existing processes, and strong familiarity with existing WFM tools.
Knowledgeable of WFM metrics, definitions, and reporting.
Hands on experience with IEX TotalView or Aspect eWorkforce.
Job Accountabilities Could include the FollowingUnderstand, evaluate, and improve primary workforce management processes, including: Long-term forecasting and capacity/staff planningShort-term forecastingSchedulingIntraday planning and monitoringDevelop and implement various supporting processes, such as shift bids, vacation planning, etc.Have experience in multi-site, multi-skilled environmentAnalyze operational metrics and trends to refine forecasting to develop more accurate daily and interval staffing requirements.
Produce a variety of center schedules based on latest forecasted inputs.
Determine and recommend best scheduling solutionsUse PowerPoint to illustrate and communicate new processes and designs Technical Knowledge Requirements: Understand call volume flow and staffing data, through analysis and interpretation of the information provided by ACDs and workforce management system and reports.
Recommend adjustments to staffing levels to ensure each call center meets their service level requirements and quality measurements, while meeting budgeted manpower expense targets.
Strong math and PC skills required.
Working knowledge of Force Management techniques and measurements, and scheduling system essential.
Understanding of operational and mathematical modelsFormal training in Large Team Workforce management principles highly desired.
Knowledge of Aspect and Avaya ACDs, skills based routing, and IEX Totalview Workforce Management System highly desirable.
Demonstrated comprehensive knowledge and understanding of call center metrics and terminology.
Strong emphasis on attention to detail and accurate data tracking.
Managerial Skill Requirements: Must consistently demonstrate high energy and a positive attitude.
Decision making skills and flexibility necessary to a dynamic consulting environment Strong analytical and organizational skills are a must.
Incumbent must have strong, demonstrated, organizing, planning, analytical and interpersonal skills.
Proven time management, prioritization, and organizational skillsAbility to act independently to resolve issues quickly and accurately, and to escalate where appropriate Minimum Education: College Degree is required.
Equivalent experience considered.
Minimum Experience: 3 - 5 years experience in a call center operational position preferredRelated consulting experience is required Qualifications: Working knowledge of call routing plans, IVR, CTI, and ACD call center technology and reporting platforms.
Strong math skills and numerical analytical background and experience necessary.
Excellent verbal and written communication skills required, including the ability to persuasively present verbally and through documentation, to client senior management.
Excellent PC skills required, utilizing Microsoft Office products, including Outlook, Excel, Word, PowerPoint, Project, and Visio.
Experience with relational database design and functionMust be willing to travel 80% (100% Monday through Thursday evening)TO APPLY: PLEASE VISIT OUR WEBSITE AT http://www.vertexgroup.com/careers/Current-Opportunities /
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