Global Contact Center Consultant

Job Details
Global Contact Center Consultant

Raleigh, NC Posted: 6/5/2024

Job Description

Job ID#:

7951

Alphanumeric is hiring a Global Contact Center Solution Consultant.

Position Summary
This consulting role will be responsible for evaluating our approach to new business acquisition through direct sales, Request for Information (RFI), and Request for Proposal (RFP) activities.

In-depth evaluation of Contact Center Solutioning processes, methodology and risk management considerations. Evaluation of Contact Center resource estimating based on SLA Targets, Risk, Language Markets, Hours of Operation, and other industry inputs is desired. Knowledge of local, regional, and global, multi-lingual resourcing is required.

Evaluate contact center and agent historical performance, forecast and schedule generation, and methodologies to manage schedule changes provided by team based on interval trends in current environment.

This individual would evaluate performance indicators/metrics using reporting tools and techniques specific to WFM functions and make recommendations for improvements and/or changes to current methodologies used in Contact Center solutioning and new business pursuit.

Responsibilities
*Evaluate staffing recommendations based on data analytics and industry standards.
*Evaluate forecasting methodologies and verify mitigation plans for staffing gaps, attrition, shrinkage, and other operational challenges.
*Provide strategic insights on the impact of changes in call volume, AHT, ABR and SLA adherence to management.
*Analyze and recommend improvements to the creation and maintenance of Staffing Models for capacity planning for existing and new projects.
*Deliver best practice regarding staffing, scheduling, and reporting to maintain consistency among departments.
*Identify strengths and weaknesses of current solutioning methodologies and recommend changes to strengthen the overall competitive position in all business pursuit activities.
*Evaluate and provide guidelines regarding the use of WFM and reporting tools.
*Evaluate and recommend performance and process improvements in data accumulation and dashboard development process.

Job Requirements

Qualifications
*5 years' WFM and global contact center solution experience.
*5 years' global consumer contact center modeling experience.
*Proficient in MS Word, MS Excel, MS PowerPoint, Power BI
*Knowledge of Salesforce
*Knowledge of Workforce Optimization Reporting (WFO) tools such as inContact, Genesys PureCloud, Genesys ICBM and/or NICE software is a plus.
*Working knowledge of analytics roles, forecasting and scheduling
*Working knowledge of reporting and real-time analysis/monitoring

Skills
*Advanced knowledge of scheduling and forecasting
*Advanced Microsoft Excel
*Power Query
*Contact Center Solutioning

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