Duration :12 Months contract Job Responsibilities: • Administration of WFM system(s) • Track, analyze and report performance • Maintain accurate and historical records • Manage employee information changes • Manage scheduling process(s) • Communicate with management and operations team to ensure compliance with client and company contact standards • Modify call routing and campaigns to ensure contacts are handled and appropriately answered • Call out BPO’s as it pertains to occupancy, Utilization, Service Level, AHT, … • Subject to fill-in for other departments based on business needs • Perform other duties and assignments as directed • Establish and maintain communication services across business units or from the project team to the organization. • Maintain the storage and retrieval of all project communications data and business metrics. • Review contracts, cost proposals and contract supplements. • Establish and document business processes. • Set up project and work breakdown structures. • Track project budgets and expenditures, monitor transaction controls and costs against budgets. Skills: • Verbal and written communication skills, attention to detail, customer service and interpersonal skills. Create reports/comments on actuals to forecast and create action plans for improvement. • Ability to work independently and manage one one’s time. • Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods. • Ability to apply accounting and mathematical principles to work as needed. • Ability to analyze business trends and project volume and headcount needs. • Previous experience with computer applications, such as Microsoft Word and Excel (a must – intermediate skill level); Enterprise Application experience a plus. • Experience in Verint or any other scheduling/forecasting systems 2 years’ experience minimum Education/Experience: • Bachelor's degree in business management, economics, finance, accounting or relevant field required. • 2-4 years’ experience required. The hourly range for roles of this nature are $35.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
