Posted On: 03-23-2017
Position Title: Verint Workforce Analyst – Consultant/Temporary to Permanent
Job Location: Bedford, NH, Scottsdale, AZ or San Antonio, TX
Please submit resume and interest to humanresources@healthdialog.com
Reports to:                Sr. Manager, Workflow
Department:              Coaching Operations
FLSA Status:             Salaried
Full/Part Time:          Full-time
Date:                           March 2017

Major Responsibilities and Essential Functions:

  • Provide staffing schedule recommendations based on consistent and accurate analysis of historical call volume data and forecasted call volume.
  • Prepare and present trend analysis reports to identify and anticipate call volume fluctuations.
  • Create ad hoc call center reports and prepare, analyze and present reportings.
  • Oversee Intra-Day management of changes to schedules and base schedule change process.
  • Build call center scheduling periods, and provide staffing models to fully support meeting service level goals.
  • Maintain and produce Verint standard operating procedures for Analyst and Scheduling Specialist.
  • Identify and implement Verint software tool improvement opportunities
  • Provide subject matter guidance to Leadership Team and Health Coaches.

 

Qualifications:
  • Must have advanced knowledge of and proficiency with Verint Impact 360 Workforce Management software Version 11.1 and 15.
  • Must have at least 3 years’ experience in Call Center/Workforce Management.
  • Excellent written and verbal communication skills including the ability to conduct presentations required.
  • Ability to interact effectively with team members at various levels of management required.


Work Environment and Special Considerations:

 Work is performed in an office environment which typically requires:

  • work performed on a computer (typing, reading, etc)
  • contact with others (face-to-face, by telephone, or otherwise),
  • Responsible for understanding and complying with all company policies that are applicable to their job function and participate in mandatory training in a timely manner.

Please submit resume and interest to humanresources@healthdialog.com