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Sr. WFO/Call Center Consultant

​Description:

Solid Rock Consulting is looking for a Sr. WFO/Call Center Consultant.   The Sr. WFO/Call Center Consultant is responsible for providing professional, creative, energetic and a thorough training/consulting experience for customers. The Sr. WFO/Call Center Consultant is responsible for the consulting to customers both in person and virtually. 

You are the right fit for this role if:

  • You LOVE the world of call center management.

  • You LOVE Workforce Management the discipline.

  • You LOVE finding ways to help customers optimize and save time and money.

  • You LOVE challenging the norms for the sake of building better products.

  • You LOVE digging into data!

Role & Responsibilities:

  • Conduct design sessions and configuration sessions on WFO Solutions such as: Verint, Aspect, Nice.

  • Provide best practice, optimization and assessment consulting

  • Provide thorough and complete documentation of the consultancy events and results

  • Create, review and update documentation

  • Configure, review and test configuration and usage of Verint Applications

  • Other responsibilities as assigned by management

Requirements:

  • Bachelor’s Degree in a related field, or equivalent work experience.

  • 2+ year of experience in an Project Management or supporting role

  • Experienced use of MS Suite/ GSuite.

  • Experience using both Macs and PCs.

  • Must be a self-starter with stellar writing and communication skills

  • Exceptional multi-tasking skills, strong problem-solving skills

  • Painstaking attention to detail and project management

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