Workforce Planning Call Routing Amazon Connect

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Key Responsibilities:
  • Represent the WFM team during migrations for the OMNI channel implementation project, providing comprehensive WFM expertise and oversight.
  • Collaborate with OMNI project teams to define future state requirements and real-time best practices for call centers.
  • Partner with the WFM team to discuss rollout plans and identify risks to be communicated back to the project team.
  • Work with call routing teams to test and ensure the future state functions as designed.
  • Ensure NOC/OCC teams can effectively allocate call volumes.
  • Act as the liaison for the project team on behalf of WFM, ensuring adequate staffing, contingency planning, and workflow monitoring throughout the migration process.
Role Proficiencies:
  • Technical Skills: Proficiency in Amazon Connect and Genesys platforms. Strong understanding of real-time call delivery systems, scheduling practices, and capacity planning concepts. Experience with cloud-based contact center solutions.
  • Analytical Skills: Ability to analyze workforce requirements and replicate them within modern cloud-based solutions. Competence in identifying risks and developing contingency plans.
  • Collaboration & Communication: Effective communication skills to liaise between WFM teams, project teams, and other stakeholders. Experience in leading cross-functional teams during migration projects.
  • Experience:

    7 - 12 Years

  • Salary:

    12 LPA - 22 LPA

  • Diversity Candidate:

    Yes

  • Location:

    Gurgaon

  • Address:

    Gurgaon

  • Primary Skills:

    Workforce Management (WFM), Call Routing, Amazon Connect, OMNI Channel Implementation, Capacity Planning, Real-Time Call Delivery

  • Secondary Skills:

    Genesys, Scheduling Practices, Contingency Planning, Workflow Monitoring, NOC/OCC (Network/Operations Control Center), Cloud-Based Solutions

  • Industry:

    Health/Fitness

  • Job Type:

    Full time

  • Degree:

    Master’s Degree (e.g., MBA) can be advantageous, especially for candidates aiming for leadership r

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