Senior Workforce Management and Call Centre Transformation and Implementation Consultant to provide advisory services for a Professional Services Client - 16679
S.i. Systems
Toronto
3d ago

Duration : 6 mo (possible extension)

Location : Toronto (Remote EST hours)

Job ID : 16679

Our Professional Services Client is in need of a Senior Workforce Management and Call Centre Transformation and Implementation Consultant to provide advisory services

Must Have :

  • 7+ years experience with Call Centre WFM tools NICE WFM, Genesys WFM, Verint Impact 360, Alvaria Workfoce (Aspect eWFM), Calabrio, Wisdom, etc.
  • 7+ years experience with call centre hardware and software : Telephony (Genesys, AWS Amazon Connect, NICE inContact), IVR, Quality Monitoring tools, CRM, Chat Bots, RPA, etc.
  • 5+ years experience with Call Centre metrics, KPIs, scorecards and accountability frameworks
  • 5+ years with Workforce Management including : forecasting, capacity planning, scheduling, and intraday management
  • Nice to Haves :

  • Salesforce Service Cloud experience
  • AWS, Google Cloud, Azure experience
  • Omnichannel best practices
  • Previous Professional Services experience
  • Key Responsibilities

  • Provide advisory services to end-clients across multiple industries on contact centre operational and technology transformations
  • Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form