Job Ref: 214426247

Date: 2021-08-12 17:14:35

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Workforce Planning Verint Specialist

Verint Specialist – due to our client’s system migration they are looking for an experienced Verint Resource & Planning Professional to join their team on a FTC. This role will be responsible for developing and embedding best practises across the wider planning team.

Key Responsibilities of a Verint Specialist

Analyses call centre data to identify work flow anomalies and establish call volume trends to forecast staffing levels, reduce variances from schedules and increase effective use of staff resources to meet productivity goals and objectives.

As the Subject Matter Expert (SME), establishes repeatable processes for data mining, assists management with creation of defined processes and procedures.

Collate call data for analyses to determine call volume trends, service activity, or resource availability, to forecast required staffing levels and provide reporting to management.

Acts as a point of contact and upskill current planning team on Verint processes

Desired Skills and Capabilities of a Verint 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

Desirable to have supported a build of new Verint system integration

Communication skills that clearly present ideas, theories, and technical information

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