• Experience with Alvaria and Verint Workforce Management platforms, including scheduling, forecasting and configuration management.
• Ability to manage dual-platform deployments and support CCaaS migration efforts.
• Proficiency in user management, work queues, activity codes, skills assignment, scheduling.
• Strong analytical skills for building and interpreting forecasts using historical contact volume and handle time data.
• Experience with work queue forecasting and scheduling.
• Ability to generate project schedules for non-volume-driven work.
• Skilled in capacity planning, intraday management, and contingency modeling.
• Comfortable presenting to all levels including senior managers and directors, translating technical insights into business impact.
• Lead bi-weekly business readouts and delivers actionable insights to leadership.
• Coordinates with cross-functional teams including Finance, Ops Leadership, and Technology.
• Experience in application testing, system configuration, and defect tracking for workforce platforms.
• Ability to manage custom report development, activity code creation, and hierarchy management.
• Skilled in building dashboards, performance scorecards, and presentation decks for executive consumption.
• Proficient in Excel, PowerPoint, and data visualization tools for workforce analytics.
• Demonstrated ability to lead workforce optimization initiatives including shift bidding, schedule auctions, and outsourcer scheduling.
• Experience in system administration, telephony queue management, and real-time adjustments.
• Proven track record in process improvement, compliance alignment, and resource utilization optimization.

Pay: $45-$48/hr