TalentBridge
Title:
Workforce Systems analyst - Alvaria/Verint
Duration:
Long Term
Position Overview:
Part of the Workforce Management and Telephony Management group.
WFM Analysts perform forecasting in support of the contact center to staff according to expected volume.
Primary System: Alvaria (formerly known as Aspect) — tracks call volume and assists in planning flexible activities such as breaks and lunches.
Future Transition: Moving from Alvaria to Verint (a more standard platform in the industry).
The role involves providing mentorship, system administration, and technical leadership within a 6-person team. The position fills a gap created by the departure of the current senior analyst.
The ideal candidate should be approachable, comfortable correcting others’ mistakes, and mathematically strong in forecasting and data manipulation (primarily in Excel).
Typical Activities:
Handle 2–3 root cause analysis requests per day
Repair daily reporting activities if they break
Manipulate and present Excel-based data using flat files and mail merges
Top Skills:
3–5 years of Workforce Management (WFM) experience
Alvaria/Aspect experience (highly preferred)
Coaching, training, or mentorship experience
Technical & Platform Expertise:
Experience with Alvaria and Verint Workforce Management platforms (scheduling, forecasting, configuration management)
Ability to manage dual-platform deployments and support CCaaS migration efforts
Proficiency in user management, work queues, activity codes, skills assignment, and scheduling
Data Analysis & Forecasting:
Strong analytical skills using historical contact volume and handle time data
Experience with work queue forecasting and scheduling
Ability to generate project schedules for non-volume-driven work
Skilled in capacity planning, intraday management, and contingency modeling
Communication & Stakeholder Engagement:
Comfortable presenting to senior managers and directors
Leads bi‑weekly business readouts and provides actionable insights
Coordinates with cross‑functional teams — Finance, Operations Leadership, and Technology
Experience in application testing, system configuration, and defect tracking
Manages custom report development, activity code creation, and hierarchy management
Reporting & Presentation Building:
Builds dashboards, performance scorecards, and executive presentations
Proficient in Excel, PowerPoint, and data visualization tools for workforce analytics
Strategic & Operational Leadership:
Experienced in system administration, telephony queue management, and real‑time adjustments
Proven track record in process improvement, compliance alignment, and resource utilization optimization
Key Recruiting Terms (Provided by LOB): Core Workforce Management Skills:
Workforce forecasting
Capacity planning
Scheduling optimization
Real-time adherence (RTA)
Shrinkage analysis
Call volume forecasting
Workforce analytics
Technical Tools & Platforms:
WFM software: Verint, NICE IEX, Aspect, Genesys, Calabrio
Reporting tools: Tableau, Power BI, Excel (advanced), SQL
Contact center platforms: Five9, Avaya, Cisco, Amazon Connect
Genesys/CCPulse systems and configurations
Leadership & Soft Skills:
Team leadership
Cross‑functional collaboration
Stakeholder communication
Process improvement
Change management
Coaching and mentoring
Performance management
Average Handle Time (AHT)
Occup rate
Forecast accuracy
Schedule adherence
Industry-Specific Terms:
Contact center operations
BPO (Business Process Outsourcing)
Healthcare call center
Seniority level:
Mid‑Senior level
Employment type:
Contract
Job function:
Information Technology
Industries:
Software Development
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Workforce Systems analyst - Alvaria/Verint
Duration:
Long Term
Position Overview:
Part of the Workforce Management and Telephony Management group.
WFM Analysts perform forecasting in support of the contact center to staff according to expected volume.
Primary System: Alvaria (formerly known as Aspect) — tracks call volume and assists in planning flexible activities such as breaks and lunches.
Future Transition: Moving from Alvaria to Verint (a more standard platform in the industry).
The role involves providing mentorship, system administration, and technical leadership within a 6-person team. The position fills a gap created by the departure of the current senior analyst.
The ideal candidate should be approachable, comfortable correcting others’ mistakes, and mathematically strong in forecasting and data manipulation (primarily in Excel).
Typical Activities:
Handle 2–3 root cause analysis requests per day
Repair daily reporting activities if they break
Manipulate and present Excel-based data using flat files and mail merges
Top Skills:
3–5 years of Workforce Management (WFM) experience
Alvaria/Aspect experience (highly preferred)
Coaching, training, or mentorship experience
Technical & Platform Expertise:
Experience with Alvaria and Verint Workforce Management platforms (scheduling, forecasting, configuration management)
Ability to manage dual-platform deployments and support CCaaS migration efforts
Proficiency in user management, work queues, activity codes, skills assignment, and scheduling
Data Analysis & Forecasting:
Strong analytical skills using historical contact volume and handle time data
Experience with work queue forecasting and scheduling
Ability to generate project schedules for non-volume-driven work
Skilled in capacity planning, intraday management, and contingency modeling
Communication & Stakeholder Engagement:
Comfortable presenting to senior managers and directors
Leads bi‑weekly business readouts and provides actionable insights
Coordinates with cross‑functional teams — Finance, Operations Leadership, and Technology
Experience in application testing, system configuration, and defect tracking
Manages custom report development, activity code creation, and hierarchy management
Reporting & Presentation Building:
Builds dashboards, performance scorecards, and executive presentations
Proficient in Excel, PowerPoint, and data visualization tools for workforce analytics
Strategic & Operational Leadership:
Experienced in system administration, telephony queue management, and real‑time adjustments
Proven track record in process improvement, compliance alignment, and resource utilization optimization
Key Recruiting Terms (Provided by LOB): Core Workforce Management Skills:
Workforce forecasting
Capacity planning
Scheduling optimization
Real-time adherence (RTA)
Shrinkage analysis
Call volume forecasting
Workforce analytics
Technical Tools & Platforms:
WFM software: Verint, NICE IEX, Aspect, Genesys, Calabrio
Reporting tools: Tableau, Power BI, Excel (advanced), SQL
Contact center platforms: Five9, Avaya, Cisco, Amazon Connect
Genesys/CCPulse systems and configurations
Leadership & Soft Skills:
Team leadership
Cross‑functional collaboration
Stakeholder communication
Process improvement
Change management
Coaching and mentoring
Performance management
Average Handle Time (AHT)
Occup rate
Forecast accuracy
Schedule adherence
Industry-Specific Terms:
Contact center operations
BPO (Business Process Outsourcing)
Healthcare call center
Seniority level:
Mid‑Senior level
Employment type:
Contract
Job function:
Information Technology
Industries:
Software Development
#J-18808-Ljbffr