We are searching for Professionals below business requirements for one of our clients. Please read through the requirements and connect with us in case it suits your profile.
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Implementation Partner – HCL America
Job Description –
Mandatory Skills – Nice & Genesys tool experience required.
· Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.
· Own the scheduling functionality of the Workforce Management system including all inputs and outputs to support operations.
· Review reporting and communications to ensure accuracy and clarity.
· Monitor and report on system scheduling functions, develop metrics to ensure system reliability and trust, determine corrective plans of action as required.
· Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed.
· Optimize and implement ongoing training and onboarding processes for staff members.
· Design, build and maintain, databases and/or spreadsheets tracking key service statistics.
· Operate as the subject matter expert on scheduling practices and functions within the organization.
· Partner with operations teams to ensure critical functionality operates effectively for restaurants.
· Operate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler functions, to support efficient scheduling.
· Analyze and report on field scheduling metrics to provide holistic scheduling overview while supporting troubleshooting down to location level.
· Support training partners with subject matter expertise to ensure all training materials are current.
· Analyze and interpret staffing model results by isolating and analyze trends and assess business impacts.
· Meet with management to review staffing models and to make improvements on future forecasts.
· Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.