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

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
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