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:
Masterâ€™s Degree (e.g., MBA) can be advantageous, especially for candidates aiming for leadership r