BaltimoreRecruiter Since 2001
the smart solution for Baltimore jobs

Sr Workforce Mgmt, Analytics & Reporting Lead (Verint)

Company: CGI Group, Inc.
Location: Baltimore
Posted on: January 17, 2020

Job Description:

Position Description: CGI has an immediate opening for a Workforce Management, Analytics and Reporting Lead to provide data support to the call center team including analytics and reporting for a client receiving over 99 million calls annually. Experience with Verint workforce management software is required. Your future duties and responsibilities: * Ability to manage competing priorities and multiple daily tasks in a demanding environment * Experience as a senior or lead in an analytic call center environment * Provide QA support through the speech referral process which entails listening to calls based on speech analytics parameters and reporting inconsistent behavior to sites/regions monthly * Create and/or maintain call center related reporting * Maintain quality reports, based on service observation data * Monitor the call recording app, including the # of calls and screens captured as part of the service observation program to ensure the # captured provides local managers sufficient volume * Create forms for quality management programs in accordance with national and local guidance * Respond to support inbox inquiries and field support calls on related issues * Support and maintain speech analytics database including creating new or making modifications to existing searches and composing studies based on search results * Produce ad-hoc reports and analysis through the use of reporting tools and speech analytics * Provide daily support for various monitoring and reporting systems * Superior client services, oral and written communication skills Required qualifications to be successful in this role: * Expertise with Verint as a workforce management software * 6+ years relevant experience plus a Bachelor's / 4+ years of relevant experience plus a Master's * Supports the client and team responsible for call center software associated tasks and projects * Create and maintain quick reference guides, speaker notes and user manuals using Microsoft Word and PowerPoint required knowledge, skills and competencies * Strong administrative management skills * Strong client facing consulting skills Desired Qualifications: * 8 years call center management / consulting experience * 4 years experience in the use of the Scheduling and Forecasting systems * 4 years experience in the use of the Quality Management and Call Recording systems * 3 years experience in the use of the Speech Analytics systems * 2 years experience in the use of the Verint Impact 360 * Experience leading, mentoring and developing a team * Experience in unionized call center environments * Section 508 experience is preferred * Federal security credentials #cgifederaljobs Skills: * Analytical Thinking * Customer Service & Support What you can expect from us: Build your career with us. It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clients' digital journeys and offering our professionals exciting career opportunities. At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create. Be part of building one of the largest independent technology and business services firms in the world. Learn more about CGI at www.cgi.com. No unsolicited agency referrals please. CGI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics. CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned. We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members. All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information. - provided by Dice

Keywords: CGI Group, Inc., Baltimore , Sr Workforce Mgmt, Analytics & Reporting Lead (Verint), Advertising , Baltimore, Maryland

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Advertising Jobs


Paid Media Director
Description: BrainDo seeks a master of conversions: a knowledgeable and experienced Paid Search Strategist to join our team. This senior-level role requires someone well-versed in all things paid media to take the (more...)
Company: BrainDo
Location: Philadelphia
Posted on: 01/20/2020

Membership & Marketing Coordinator
Description: Membership Marketing Coordinator br br All applicants must provide a resume and cover letter in order to be considered. br br About Maryland Rural Water Association br br MRWA is responsible (more...)
Company: Maryland Rural Water Association
Location: Woodbine
Posted on: 01/20/2020

CAR WRAP ADVERTISING
Description: What if you could get paid for simply going through your normal daily routine, commuting to work, school, the grocery
Company: Wrapify
Location: Philadelphia
Posted on: 01/20/2020


Medical Writer - Oncology
Description: WHY CELLO HEALTH COMMUNICATIONS At Cello Health Communications, we care passionately about the science and making evidence matter across the entire healthcare spectrum.We are expert communicators blending (more...)
Company: SciFluent Communications
Location: Philadelphia
Posted on: 01/20/2020

Grocery Order Writer
Description: Job Description Orders, replenishes and merchandises grocery products and participate in WFM program for purchasing and promotions. Monitors inventory control and replenishes product based upon WFM ordering (more...)
Company: Whole Foods
Location: Baltimore
Posted on: 01/20/2020

Junior Marketing Assistant - 2020 Expansion
Description: JUNIOR MARKETING ASSISTANT NEWYEARS ATTENTION all Graduates, Interns, Students Looking for Experience or candidates looking for a career change. JOB TYPE: Full Time, New Year Opportunities Available (more...)
Company: LMI Philly
Location: Philadelphia
Posted on: 01/20/2020

Entry Level Marketing Manager
Description: BMI is a rapidly growing sales and marketing company in the DMV area. We're growing due to increased demand for our events services and we have multiple openings for entry-level marketing candidates. (more...)
Company: BLUE MILLENNIAL
Location: Fork
Posted on: 01/20/2020

Entry level Medical Writer
Description: My medical communications agency client is seeking an entry level Medical Writer due to company growth. As a Medical Writer, you will be responsible for
Company: Adamov & Associates, Inc.
Location: Philadelphia
Posted on: 01/20/2020

Strategic Talent Marketing Co-Op / Intern
Description: At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. JOB OVERVIEW br br Looking to kick-off your (more...)
Company: TE Connectivity
Location: Berwyn
Posted on: 01/20/2020

Senior Vice President of Communications and Marketing
Description: The Human Rights Campaign is seeking a strategic, innovative and dynamic Senior Vice President SVP of Communications and Marketing to provide vision, leadership and direction for HRC's communications. (more...)
Company: Human Rights Campaign
Location: Washington
Posted on: 01/20/2020

Log In or Create An Account

Get the latest Maryland jobs by following @recnetMD on Twitter!

Baltimore RSS job feeds