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Senior Operations Consultant - Workforce Management IEX SME

Chandler, Arizona;

Job Description:

LOB Job Description:

This position will be primarily for second shift, however there may be times due to business need we would ask you to work first shift.

Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for multiple sites or larger business unit(s), including research. Leads in the design, development and implementation of complex products, systems and services in an operations environment. Manages projects and direct activities of a team related to special initiatives of an operations nature. Functions as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Provides work direction, guidance and expertise to less experienced associates and provides training to associates and Business Partners on new and complex initiatives. Builds strong relationships with Business Partners across LOBs. Has in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Bachelor degree or equivalent preferred. Individual typically has 5-7 years of experience.
Required Skills:
5+ years of experience in at least one of the following areas:  Inbound queue management, Workforce management strategic scheduling, IEX platform proficiency, Genesys call routing and skilling   
2+ years of IEX platform administration (focus on administrative tool sets and exporting of scheduling data)
Strong organizational and time management skills
Excellent oral and written communication skills - Specifically to WFM related topics and deliverables (i.e. Shift Bid Communications)
Ability to work in a fast-paced, high-profile environment
Proven ability to demonstrate/act with urgency
Proficient with Microsoft Office suite
Strong analytical skills
Schedule flexibility in support of a 24-hour operation

Desired Skills:
3+ years in a blended call center environment
Knowledge of  WFM, IEX or other Workforce Management Applications
Experience managing call center tools and functions including inbound call delivery queues and IVR
Experience conditioning large data sets into actionable updates/report outs
Proven ability to influence others
Ability to adapt in a constantly changing environment
Experience conducting tactical forecasting

Job Band:

H5

Shift: 

2nd shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

LOB Job Description:

This position will be primarily for second shift, however there may be times due to business need we would ask you to work first shift.

Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for multiple sites or larger business unit(s), including research. Leads in the design, development and implementation of complex products, systems and services in an operations environment. Manages projects and direct activities of a team related to special initiatives of an operations nature. Functions as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Provides work direction, guidance and expertise to less experienced associates and provides training to associates and Business Partners on new and complex initiatives. Builds strong relationships with Business Partners across LOBs. Has in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Bachelor degree or equivalent preferred. Individual typically has 5-7 years of experience.
Required Skills:
5+ years of experience in at least one of the following areas:  Inbound queue management, Workforce management strategic scheduling, IEX platform proficiency, Genesys call routing and skilling   
2+ years of IEX platform administration (focus on administrative tool sets and exporting of scheduling data)
Strong organizational and time management skills
Excellent oral and written communication skills - Specifically to WFM related topics and deliverables (i.e. Shift Bid Communications)
Ability to work in a fast-paced, high-profile environment
Proven ability to demonstrate/act with urgency
Proficient with Microsoft Office suite
Strong analytical skills
Schedule flexibility in support of a 24-hour operation

Desired Skills:
3+ years in a blended call center environment
Knowledge of  WFM, IEX or other Workforce Management Applications
Experience managing call center tools and functions including inbound call delivery queues and IVR
Experience conditioning large data sets into actionable updates/report outs
Proven ability to influence others
Ability to adapt in a constantly changing environment
Experience conducting tactical forecasting

Shift:

2nd shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21045781

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Michelle Ridout

Referral Bonus:

0