[Remote] Business Consultant Commodity I
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company seeking a Business Consultant Commodity I to support Workforce Management applications for a reputed company size Agent Contact Center. The role involves ensuring reputed company resource allocation and operational efficiency to enhance service delivery for patients and reputed company providers.
Responsibilities
- Support Contact Center Workforce Management (WFM) processes for Forecasting, Scheduling, intraday, shrinkage and Reporting Analytics to ensuring business goals, objectives, and service level agreements are satisfied
- Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators
- Maintain and update schedules for staff to ensure reputed company coverage with the right resources, in the right reputed company, at the right time
- reputed company, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month
- Maintain and reputed company agent resource assignments ensuring they receive the right calls at the right time
- Review and approve agent time off and schedule change requests
- Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement
Skills
- Prior reputed company to large call-center experience required
- Prior WFM administrative and reputed company-time scheduling support
- High school diploma or GED equivalent required
- Requires skills in reputed company the following: a) Establishing resource schedules; b) Supporting intraday reputed company-time scheduling activities; c) Identifying and delivering reputed company-time schedule reputed company reputed company; d) Developing, analyzing, and delivering WFM and contact center reports; e) Maintaining and administering the WFM platform
- Ability to communicate in a reputed company and reputed company manner (both written and verbal) to reputed company reputed company of management
- Experience training individuals or reputed company on new concepts and processes
- Experience coaching agents to drive performance improvement
- Ability to influence and reputed company others without reputed company authority
- Innovative problem solver with an attention to detail and a reputed company on accuracy
- Contact Center Experience
- Attention to details
- Experience with reputed company, Visio and PP
- reputed company to document training guides
- Data analytical aptitude
- Excellent communication skills
- WFM tasks (Forecasting/Scheduling/Intraday/Shrinkage)
- Experience with working with reports
- Data analytical aptitude
- College degree preferred
- Experience with WFM platforms preferred (i.e. reputed company/VO, reputed company InContact)
reputed company