Contact Center Workforce Management Specialist

1 month ago

Columbia, South Carolina, United States Capgemini Full time

Contact Center Workforce Management Specialist

Job Title: Contact Center Workforce Management Specialist

Job location: Charlotte NC

Key Responsibilities:

  • Implement and manage Contact Center ACD Workforce Management Reporting Systems.
  • Provide product support and issue resolution, including prevention planning.
  • Collaborate with cross-functional teams on project and platform implementations.
  • Administer SQL databases, Verint, Oracle, Alvaria systems, and Windows Server.
  • Develop and maintain cloud integration solutions.
  • Utilize Agile/Kanban methodologies for project management.
  • Design and implement relational database solutions.
  • Create and execute PowerShell scripts for automation and task management.
  • Develop and generate BI reports to support data-driven decision-making.

Must-Have Qualifications:

  • Workforce Management: Minimum of 2 years experience.
  • Alvaria or Verint Products: Minimum of 5 years experience.
  • Contact Center Solutions for Large Enterprises: Minimum of 2 years experience.
  • SQL, Verint, Oracle, Alvaria, Windows Server Administration: Minimum of 5 years experience.

Nice-to-Have Qualifications:

  • Cloud Integration: 1 year of experience.
  • Agile/Kanban Methodology: 3 years of experience.
  • Relational Database Experience: 1 year of experience.
  • PowerShell Scripting: 2 years of experience.
  • BI Reporting: 1 year of experience.

Skills and Competencies:

  • Strong analytical and problem-solving skills.
  • Excellent communication and collaboration abilities.
  • Ability to manage multiple projects and prioritize tasks effectively.
  • Proficiency in SQL and database management.
  • Experience with cloud technologies and integrations.
  • Knowledge of Agile/Kanban methodologies.
  • Familiarity with PowerShell scripting and automation.
  • Competency in BI tools and report generation.

Life at Capgemini:

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

  • Flexible work
  • Healthcare including dental, vision, mental health, and well-being programs
  • Financial well-being programs such as 401(k) and Employee Share Ownership Plan
  • Paid time off and paid holidays
  • Paid parental leave
  • Family building benefits like adoption assistance, surrogacy, and cryopreservation
  • Social well-being benefits like subsidized back-up child/elder care and tutoring
  • Mentoring, coaching and learning programs
  • Employee Resource Groups
  • Disaster Relief

About Capgemini:

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2023 global revenues of €22.5 billion.

Get The Future You Want |

Disclaimer:

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant

Ref:

Posted on: May 22, 2024

Experience level: Experienced (non-manager)

Contract Type: Permanent Full Time

Location:

North Carolina, US

Department: Financial Services

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.


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