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Job Description:
Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for multiple sites or larger business unit(s), including research. Leads in the design, development and implementation of complex products, systems and services in an operations environment. Manages projects and direct activities of a team related to special initiatives of an operations nature. Functions as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities.Provides work direction, guidance and expertise to less experienced associates and provides training to associates and Business Partners on new and complex initiatives. Builds strong relationships with Business Partners across LOBs. Has in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Bachelor degree or equivalent preferred. Individual typically has 5-7 years of experience.Required Skills:·5+ years of experience in at least one of the following areas:Inbound queue management, Workforce management strategic scheduling, IEX platform proficiency, Call Delivery, Genesys call routing and skilling, Telephony design and support·IEX platform familiarity (focus on administrative tool sets and exporting of scheduling data)·Strong organizational and time management skills·Excellent oral and written communication skills - Specifically to WFM related topics and deliverables (i.e. Shift Bid Communications)·Ability to work in a fast-paced, high-profile environment·Proven ability to demonstrate/act with urgency·Self-starter, ability to work independently·Proficient with Microsoft Office suite·Strong analytical skills·Schedule flexibility in support of a 24-hour operation·Project/initiative management experience·UAT and test script design and support·Experience in operational expansion logistics coordination (hardware, software, space)·CAST, CCVT intake, JIRA, BRD submission experienceDesired Skills 5+ years of experience in at least one of the following areas: Inbound queue management, Workforce management strategic scheduling, IEX platform proficiency, Genesys call routing and skilling · 2+ years of IEX platform administration (focus on administrative tool sets and exporting of scheduling data) · Strong organizational and time management skills · Excellent oral and written communication skills - Specifically to WFM related topics and deliverables (i.e. Shift Bid Communications) · Ability to work in a fast-paced, high-profile environment · Proven ability to demonstrate/act with urgency · Proficient with Microsoft Office suite · Strong analytical skills Schedule flexibility in support of a 24-hour operationShift:1st shift (United States of America)Hours Per Week:40Learn more about this role