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You'll be:
- Optimising WFM scheduling to achieve organisational performance objectives, developing tools/techniques/UDA/technology ensuring full use of system is exploited and contractual SLA are met and benefited from the solution
- Scheduling staff using Work Force Management Tools - either using Verint, Nice, Genesys
- Planning and scheduling activities (training/coaching etc.,) and absences (Holidays/Flex etc.,) to maintain consistent service level delivery across the day at the same time as meeting the operational requirements of the departments
- Completing accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand
Relevant experience
- Have at least 2-3 years of relevant experience in a Resource Scheduling and WFM role
- Can show the ability to demonstrate results, which reflect both quality delivery as well as ability to plan for and accommodate high and sometimes inconsistent volumes of calls and work in progress
- Are competent in Scheduling management - end-to-end life cycle expertise
- Are an expert in Cisco | Verint | Nice | Genesys or similar workforce management
- Can show excellent analytical and statistical skills and experience
