Workforce Management Consultant

  • location: San Antonio, TX
  • type: Contract
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job description

Workforce Management Consultant

job summary:
A client of ours in San Antonio, Texas is looking for a Workforce Management Consultant for a contract opportunity.

 
location: San Antonio, Texas
job type: Contract
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:






  • Monthly, weekly, daily and half-hourly forecasting of inbound call volumes and staffing requirements based on historical call trends.
  • Appropriately forecast seasonal variations and special events.
  • Establishes a statistical baseline forecast. Provides clear communication of the forecasted workload, changes, assumptions to Sr. Leadership team.
  • Building staffing schedules that support multi-site, multi-skilled contact centers.
  • Identifies and researches service level risks for problem resolution and management notification.
  • Data analysis, trending, and preparation of hourly, daily and monthly call center performance reports.




 
qualifications:
  • 2 years' experience with WFM tools (prefer Verint)
  • Tactical forecasting experience.
  • Scheduling/Planning experience.
  • Reporting experience.
 
skills:
  • Hard worker
  • Strong analytical skills

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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