Workforce Management Consultant

1 week ago


Wayne, Pennsylvania, United States Lincoln Financial Full time
About the Role

We are seeking a highly skilled Workforce Management Consultant to join our team at Lincoln Financial Group. As a Workforce Management Consultant, you will play a critical role in identifying areas where Desktop Process Automation (DPA) can be utilized, documenting the process in detail, and utilizing the Verint software to build, test, deploy and monitor the solution.

Key Responsibilities
  • Process Improvement: Apply foundational knowledge to provide recommendations for best methods for reporting and displaying data that enables the business areas to best manage their departments/teams.
  • Communication: Create presentation materials for project kick off, status and implementation meetings.
  • Process Identification: Identify and communicate to management process improvements that reduce workloads or improve quality.
  • Knowledge Management: Maintain knowledge on current and emerging developments/trends, assess the impact, and collaborate with management to incorporate new trends and developments in current and future solutions.
  • Stakeholder Engagement: Take initiative to drive request generation by educating business partners on Verint capabilities.
  • Relationship Building: Create and maintain strong relationships with key stakeholders and business leaders.
  • Project Management: Track project progress and frequently share updates with team and leadership.
  • Collaboration: Work in tandem with Speech Analytics counterpart.
  • Deliverables: Perform and deliver on routine assignments/projects while simultaneously leveraging and applying knowledge.
  • Change Management: Promote and enhance organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives.
Requirements
  • Education: 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required
  • Experience: 3 - 5+ Years experience in forecasting and/or workforce management in call centers or other operational area with familiarity with applicable industry metrics (Required)
  • Software Experience: Verint software experience
  • Technical Skills: Strong Excel, building Macros preferred
Preferred Qualifications
  • Coding Experience: Coding experience
  • Speech Analytics Experience: Speech Analytics experience

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