5+ years' workforce planning experience+ Avaya Workforce Management Tools (Avaya WFM, Avaya QM, Avaya CMS, Verint DPA, Avaya Performance Mgt. Manages and provides internal Technical Support on the Workforce Management Tools (Avaya CMS, Avaya QM, Avaya/Verint WFM, Verint Desktop Process Analytics, Avaya Performance Management Tools, Workday) to optimize utilization of resources.

MS Access Database knowledge and experience with Workforce Management programs. Maintain relationships with various vendors (Avaya, Verint, etc. Senior Workforce Planning Analyst. We help people get the medicine they need to feel better and live well.

Will work closely with the leadership of the call center teams on optimization of Workforce Management Tools. Forecasts monthly, weekly, daily and interval level call activity based on historical trends and key business drivers to determine staffing needs and employee schedules required to achieve performance metrics+ Supports team leaders with the scheduling of employees, productivity tracking, maintaining work schedules, coordination of off-phone activities, and approval of PTO, overtime and flexible time off.

Able to develop staffing models needed to respond to Request for Proposals (RFP). Uses historical call data, interval arrival patterns, average handle times, service level targets, Erlang tables, and other data as necessary to develop forecasts, staffing plans, and schedules that will ensure service level achievement at minimal cost.

Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices. Must possess a strong working knowledge of WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices - prior experience working with WFO solutions is required.

Experience in data models with call center tools such as Genesys Voice Platform, Avaya, Altigen, Nice WFM, Nice NPM, Verint Call Recording, and Smartguide KMS. Each project contains integrations with various back-end data sources from in-house applications and from third-party tools such as Genesys Infomart, Nice WFM, Nice NPM, Verint Call Recording, Smartguide, Workday etc.

The Workforce Management Analyst is responsible for managing all WFM tasks, including: analyzing center and agent historical performance; generating and overseeing schedules and schedule adherence; preparing and distributing intra-day operational and client reporting; monitoring WFM key performance indicator (KPI) metrics to ensure all goals are being met; managing dialing campaigns.

Previous experience with a CaaS WFM call center management software (for example: Aspect, Genesys, InContact, Noble, etc. 1+ years' experience with Aspect WFM preferably or other industry comparable platforms (i.e., IEX, Verint, etc.

This position requires experience in designing/configuring business processes in SAP WFM to procure goods and services by converting a buy-repair plan, sales order, or third-party request to a purchase request (PR) within SAP; process and convert PRs to purchase orders through commercial contracting, purchase card, MILSTRIP for Navy/DLA purchase, or buyer funding document sent to another government agency; record obligations; and process invoices.

Must have 5-7 years of success in an executive facing relationship management role, preferably within the Human Capital Management (HCM), Workforce Management (WFM) or software industries or commensurate experience for the responsibilities outlined within this description.

Methods include, but are not limited to, leading business review meetings which persuasively detail the alignment of WFM and HCM trends, UKG's product strategy and the customer's business objectives to accelerate executive buy-in, execution, and adoption.

Strategize and plan opportunities to leverage in-depth industry expertise and business acumen to drive successful customer outcomes, differentiating UKG's position as an elite WFM and HCM partner.

Formally forge and engage effective relationships across the customer's executive suite, including, but not limited to, the CHRO, CFO, CTO/CIO, COO, serving as the thought partner around workforce technology trends and the ongoing evolution of UKG's product strategy.

Need to have hands on experience of WFM & ACD tools like IEX, Verint, Aspect, Avaya CMS, Nortel, Genesys etc. Experience working with NICE IEX WFM or experience with telephony/ACD tools ( Avaya, Genesys or similar) similar WFM scheduling tool.

Provide help desk support, assisting and resolving end user support problems, resolving WFM defects (‘break/fix’), analyzing proposed improvements or changes to the Navy ERP WFM solution and system.