Offers “CGI”

Expires soon CGI

Workforce Management Analyst (Call Center - Verint)

  • Baltimore (Baltimore)
  • Administration

Job description

Job Description

Workforce Management Analyst (Call Center - Verint)

Position Description
CGI has immediate openings for a Call Center Analysts with hands-on Workforce Management experience responsible for providing data support to the call center team including analytics and reporting for a client receiving over 99 million calls annually.

Experience with Verint workforce management software is required.

Your future duties and responsibilities
• Create and/or maintain call center related reporting
• Maintain quality reports, based on service observation data
• Monitor the call recording app, including the # of calls and screens captured as part of the service observation program to ensure the # captured provides local managers sufficient volume
• Maintain and support the support inboxes and field support calls on related issues
• Create forms for quality management programs in accordance with national and local guidance
• Support and maintain speech analytics database including creating new or making modifications to existing searches and composing studies based on search results
• Provide QA support through the speech referral process which entails listening to calls based on speech analytics parameters and reporting inconsistent behavior to sites/regions monthly
• Produce ad-hoc reports and analysis through the use of reporting tools and speech analytics
• Provide daily support for various monitoring and reporting systems
• Maintain reporting as necessary.

Required qualifications to be successful in this role
• Minimum 2 years experience in the use of the Verint Impact 360
• Bachelor’s Degree with 2-5 years experience or Associates Degree with 6 years experience
• Supports the client and the team responsible for tasks associated with call center software
• Create and maintain quick reference guides, speaker notes and user manuals using Microsoft Word and PowerPoint Required Knowledge, Skills and Competencies

Desired Qualifications:
• 8 years call center management / consulting experience
• 4 years experience in the use of the Scheduling and Forecasting systems
• 4 years experience in the use of the Quality Management and Call Recording systems
• 3 years experience in the use of the Speech Analytics systems
• Experience in unionized call center environments
• Section 508 experience is preferred
• Federal security credentials

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Skills

·  Customer Service & Support

Reference

703444

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