About the role
Essential Skills & Experience Significant hands-on Workforce Management experience within a Contact Centre or Customer Operations environment. Strong expertise in forecasting, capacity planning, scheduling, shrinkage, adherence and intraday (real-time) management. Hands-on experience with one or more leading workforce management platforms, such as: NICE Verint Genesys Calabrio Aspect injixo Experience designing and implementing Quality Management and Performance frameworks. Proven ability to co…