Overview
On Site
46.53/hr - 52.43/hr
Full Time
Skills
Financial Services
Call Center
Impact Analysis
Information Architecture
Information Assurance
Analytics
Call-recording
Microsoft Excel
Verint
Workforce Management
Configuration Management
Migration
Identity Management
Data Analysis
Analytical Skill
Forecasting
Scheduling
Capacity Management
Management
Modeling
Communication
Stakeholder Engagement
Presentations
Business Intelligence
Finance
Leadership
Job Details
Outstanding long-term contract opportunity! A well-known Financial Services Company is looking for a Workforce Management Analyst/Call Center in West Des Moines, IA (Hybrid).
Work with the brightest minds at one of the largest financial institutions in the world. This is a long-term contract opportunity that includes a competitive benefit package! Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.
Contract Duration: 12 Months
Required Skills & Experience
What You Will Be Doing
Work with the brightest minds at one of the largest financial institutions in the world. This is a long-term contract opportunity that includes a competitive benefit package! Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.
Contract Duration: 12 Months
Required Skills & Experience
- Workforce management utilizing Verint
- Desktop analytics
- Call recording
- Forecasting & scheduling
- Above average Excel (array formulas, sumifs, power query, power pivots)
What You Will Be Doing
- Technical & Platform Expertise:
Experience with Alvaria and Verint Workforce Management platforms, including scheduling, forecasting and configuration management.
Ability to manage dual-platform deployments and support CCaaS migration efforts.
Proficiency in user management, work queues, activity codes, skills assignment, scheduling.
Data Analysis & Forecasting:
Strong analytical skills for building and interpreting forecasts 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 all levels including senior managers and directors, translating technical insights into business impact.
Lead bi-weekly business readouts and delivers actionable insights to leadership.
Coordinates with cross-functional teams including Finance, Ops Leadership, and Technology.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.