Job Ref: 214589744

Date: 2021-09-06 16:02:54

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Role: Workforce Planning Specialist (Verint)

Location: Milton Keynes or Coventry (hybrid working office + home)

Salary: Up to £40,000 DOE + benefits

Term: 12 month FTC (could become perm)

CCA Recruitment are delighted to be partnering with our client on this fantastic role! They are looking for an experienced contact centre Workforce Planning Specialist, to lead on their WMF tool and supporting their team and business. Based in their Milton Keynes or Coventry office + home.

Do you have experience using Verint?

Are you a strong communicator?

Can you coach & upskill the WFM team?

This is an exciting opportunity for an experienced Workforce Planning Specialist, playing a key role in the strategy and development of their planning tools.

Role & responsibilities:

Review current system and structural build of the WFO system and evolves the foundation in better ways of working
As the Subject Matter Expert (SME), establishes repeatable processes for scheduling, assists management with creation of defined processes and procedures
Creates process maps for all WFO resource planning processes and align with HR requirements
Develop a strong relationship with systems engineers and act as key person contact
Acts as coach and upskills current planning team on Verint systems processes

Experience of Workforce Planning Specialist:

Demonstrated knowledge and experience in Verint workforce management technology, forecasting, and scheduling methodologies in a customer care environment
Evidenced current exposure of day to day manipulation of Verint WFO system for 2+ years
Ability to support and upskill current Planning Analysts to best practice knowledge of Verint real world processes
Strong methodical approach to logical processes
Desirable to have supported a build of new Verint system integration
Communication skills that clearly present ideas, theories, and technical information
Proactive and engaging personality

Please follow the link to apply for this Workforce Planning Specialist role

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