Genesys Consultant

1 month ago

Birmingham, United Kingdom TEKsystems Full time

Job Title: Genesis Consultant

Job Description

We are seeking a highly skilled Genesis Consultant for a Global Telecomms customer of ours, to ensure the efficient scheduling and resource management within the Workforce Management (WFM) system. The successful candidate will be responsible for generating schedules, providing scheduling analyses, maintaining data integrity, and creating performance reports. Additionally, the consultant will be involved in new hire and department shift bids, communication management, and real-time re-forecasting to achieve service level goals and business objectives.

Responsibilities

Ensure schedules are generated on a regular basis to maximise efficiency of resources. Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations. Provide and maintain Intra-day Performance reports. Ensure data integrity within the WFM system. Capture, store, and report on historical statistics. Provide and create New Hire and Department Shift Bids. Establish and maintain communication channels to ensure scheduling and resource needs are met. Provide various WFM presentations such as New Hire Presentation and Department Quarterly Reviews. Perform continual analysis of current performance, noting recent historical trends, and conduct real-time re-forecasting to make necessary adjustments in staffing plans. Coordinate with Operations teams to achieve service level goals and business objectives for a multi-site operation. Maintain constant communication with Operations teams, Planning Managers, and CRT/NRC to coordinate needed staffing adjustments based on current and forecasted results. Produce call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operation for Voice, Chat, and Back Office.

Essential Skills

Proficiency in Genesis, workforce management, and contact centre operations. Strong analytical skills to perform scheduling analyses and real-time re-forecasting. Excellent communication skills to maintain constant communication with various teams. Ability to generate and maintain performance reports and call volume forecasts. Experience in maintaining data integrity within WFM systems.

Work Environment

You will be working in a multi-site operation environment using advanced WFM systems and technologies. The role involves regular communication with various teams and departments to ensure efficient scheduling and resource management. The work hours are standard, with occasional requirements for adjustments based on staffing needs.

Job Type & Location

This is a Contract position remote working.

Location

Birmingham, UK

Rate/Salary

- GBP Daily

Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands.

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