I&P-GN - SONG - Service - WFI-Consultant

Overview

Consult on customer service workforce management (WFM) solutions, including forecasting, capacity planning, scheduling, and operational improvement. Design, implement, and support WFM platforms and operating models for clients.

What you'll do

• Design target operating models for workforce management processes.
• Deploy WFM platforms including Verint, NICE, Calabrio, and Aspect.
• Create forecasting and capacity planning models using client inputs and labor laws.
• Design scheduling, real-time queue management, and incident management processes.
• Train and mentor clients on WFM processes.
• Develop strategies and operating models based on research and analysis.
• Manage project delivery and evaluate solution options.

What you'll need

• 2–8 years of experience working with WFM solutions.
• Experience with forecasting, complex capacity models, scheduling, RTA, and reporting.
• Experience designing and implementing WFM solutions.
• Experience using NICE, Verint, Calabrio, or Aspect.
• Experience implementing WFM infrastructure, deployment, and ongoing operations.
• 4+ years of project management experience.
• MBA from a tier 1 institute.

Nice to have

• Consulting experience.

Details

• Location: Bengaluru.