Senior Workforce Management & Verint Optimization Analyst to lead the configuration,
- Temps plein
Our client is seeking an experienced Senior Workforce Management /Verint Optimization Analyst to lead the configuration, implementation, and optimization of their Verint Workforce Management platform, with Five9 experience considered a strong asset.
Ideally...you're a highly analytical workforce management professional who combines strong technical expertise with practical operational judgment. You can work comfortably in the details of a WFM platform while also stepping back to understand the broader business and workforce implications. You are comfortable building new processes, working with stakeholders at all levels, and turning data into recommendations that improve service, efficiency, and workforce performance.
12-month assignment with possible extension.
Must Have:
- 5+ years of workforce management experience
- 3+ years of hands-on Verint WFM experience
- Verint configuration, implementation, or administration
- Strong forecasting and capacity planning experience
- Strong scheduling and workforce optimization experience
- Experience with real-time workforce management and WFM reporting
- Experience with system testing and requirements gathering
- Advanced Microsoft Excel skills
Nice-to-Have:
- Five9 implementation, integration, or configuration experience
- Power BI experience
- Verint certification
- Project or change management experience
- Experience with system integrations
- Experience in a unionized environment
- Public sector, justice services, or complex contact-centre experience
Responsibilities:
- Lead Verint WFM configuration, implementation, and optimization
- Support the implementation and integration of Five9 as the organization transitions to the new platform
- Develop forecasting and capacity planning models
- Build and optimize workforce scheduling frameworks
- Monitor WFM performance, staffing, and utilization metrics
- Develop dashboards, reports, and actionable insights
- Partner with Operations and Technology on WFM improvements and system enhancements