Lead Call Center Workforce Analyst (Verint)

in Baltimore, MD

Lead Call Center Workforce Analyst (Verint) Job

Job Description Job Attributes+

  • Job ID


  • Organization


  • Job Category

    Business Analysis (functional and technical)

  • Job Location

    Baltimore, MD, US

  • Job Type

    Full Time

  • Remote


CGI has an immediate opening for a Lead Call Center Workforce Analyst with hands-on Workforce Management experience responsible for providing data support to the call center team including analytics and reporting for a client receiving over 80 million calls annually.

Job Qualifications

• Strong experience with Verint as a workforce management software - Must have
• 6+ years of relevant experience plus a Bachelor’s degree OR 4+ years of relevant experience plus a Master’s degree
• Supports the client and the team and is responsible for tasks and assignments associated with call center software
• Create and maintain quick reference guides, speaker notes and user manuals using Microsoft Word and PowerPoint required knowledge, skills and competencies
• Strong data analytics skills

Desired Qualifications:
• Experience leading and/or overseeing individuals in a call center environment
• Experience training, mentoring and developing a team
• Federal security credentials


Job Requirements

• 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 quality assurance support through the speech referral process which entails listening to calls based on speech analytics parameters and reporting inconsistent behavior to sites/regions on a monthly basis
• Create and/or maintain call center related reporting
• Maintain quality reports, based on service observation data
• Monitor the call recording application, including the number of calls and screens captured as part of service observation program to make sure a sufficient number are being captured to provide local managers sufficient calls and associated screens to perform service observation
• Support the creation of 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

Job Skills

  • Client Management
  • Analytical Thinking
  • Communication (Oral/Written)
  • Communications Management
  • Customer Service & Support

Additional Information

Who We Are

CGI offers more than a job. We offer limitless opportunities to make a difference for the clients and communities we serve. Come join committed, skilled and passionate people just like you. Explore CGI—your next career.
Learn more at: https://www.cgi.com/en/careers

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