Job Ref: 214465788

Date: 2021-08-18 16:42:58

Apply Now

Workforce Planning Verint Specialist

Milton Keynes

Call Centre/MSP

Contract (FTC – 6-12 months)

JOB SUMMARY:

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

KEY RESPONSIBLITIES:

· Analyzes 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

What Are Our Desired Skills and Capabilities?

· 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

If this sounds of interest to you, please apply to the role or send your CV to (url removed)

Apply Now