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11/01 Tulsi Mudgala
Lead Consultant at Live Connections

Views:34 Applications:6 Rec. Actions:Recruiter Actions:0

Consultant - WFM/Capacity Planner (3-10 yrs)

Hyderabad Job Code: 1031445

Business Support Consultant role works within the Workforce Management team supporting the Collections group. Function of this position is primarily focused on performing work to support the operations of the business line, not individual managers. Provides support for a variety of diverse support functions and/or operations/production oversight for multiple business groups or a Line of Business. Administers programs, projects or processes specific to the business and maintains spreadsheets or databases to monitor departmental information. Coordinates and monitors implementation and maintenance of processes, procedures, and policies

Responsibilities:

- Analyzing Intraday staffing needs compared to actual staffing in order to provide recommendations on Steps needed to reach business goals

- Working to provide better reporting into Tableau through use of Microsoft SQL

- Maintenance of Aspect Workforce Management software

- Hourly monitoring of dialer jobs for CRS Inbound/outbound

- Working Tickets as they relate to Data pulls, troubleshooting scenarios, Agent maintenance and Dialer monitoring schedules

- Partner with Workforce Management of staffing needs to ensure goals are being hit daily

Essential Qualifications :

- 3+ year of experience in one or a combination of the following: administrative support, project management, implementation, business operations or strategic planning demonstrated through work

- Tableau Experience

- SQL Experience

- Knowledge and understanding of workforce management planning and execution

- Experience developing partnerships and collaborating with other business and functional areas

- Ability to navigate multiple computer systems, applications, and utilize search tools to find information

- Strong analytical skills with high attention to detail and accuracy

- Excellent verbal, written, and interpersonal communication skills

- Ability to interact with all levels of an organization

- Knowledge and understanding of Aspect or Avaya Dialer systems inbound/outbound dialing

- Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs, and recommending solutions

- Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Desired Qualifications :

- Aspect Workforce Management Experience (or Verint Experience)

- Proficiency in Excel and other Microsoft Office products (Power Point, Word, Access, Project)

- IT experience

- Risk Mitigation skills (found an issue/brought it to light/fixed the issue)

Women-friendly workplace:

Maternity and Paternity Benefits

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