Workforce Management Solution, Process Design and Implementation

The Strategy & Consulting Global Network Song Practice | Workforce Management

Find endless opportunities to solve our clients' toughest challenges, as you work with exceptional people, the latest tech and leading companies across industries.

Practice: Customer, Industry Consulting I

Areas of Work: Workforce Management Solution, Process Design and Implementation

Level: Analyst/Consultant

Location: Manila

Years of Exp: 5-8 years

Key responsibilities:

You will work closely with clients to design, build, and implement initiatives that enhance business performance, including:

• Optimizing WFM Operations using various popular platforms in the market

• Designing target operating models for WFM processes based on client requirements

• Applying experience with WFM solutions like Verint, NICE, Genesys, Calabrio, Aspect

• Creating forecasting models based on client input

• Developing capacity planning models considering local labor laws and business complexities

• Proposing scheduling models, assessing opportunities, and recommending real-time management processes

• Training and mentoring client's team on WFM processes and best practices

• Preparing PowerPoint readouts and analysis to the clients

Priority Skill

Management Consulting

Your experience counts!

• Bachelor’s degree in related field or equivalent experience

• 5+ years extensive experience in Contact Center Workforce Management Operations

• Experience working on WFM solutions for forecasting, complex capacity modeling, scheduling, real time management, reporting and data analytics

• Relevant working experience in Contact Center Operations including Speech Analytics, Quality Management, Agent Performance Management and Knowledge Management

• Experience in implementing WFM solutions for any industry

• Experience in WFM platform implementation (requirement gathering, design, build, deployment, support, including creation of operational processes)

• Strong client management skills

• Consulting experience is beneficial

• Experience integrating WFM system with other Contact Center platforms

• Practical knowledge of WFM platforms (Verint, NICE, Calabrio, Aspect, Genesys, cloud solutions)

• Practical knowledge of AI powered WFM solutions from similar providers

• Certification in any mentioned platforms is an advantage

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients

• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.

• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.

• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities

• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

Please note that you will be submitted as a referral and will be actively processed on these demands.

Kindly check the link provided in our email communications to proceed with the recruitment process

The link only has a 180-day validity and in the event that the link has already expired or is no longer working, please feel free to refer them again to the correct Job Requisition (JR) code/s.

NOTE: Open demands are subject to change.