Technical Analyst IT for WEM

BrusselsIIT consulting


Job description : 

Technical Analist IT for WEM (Workforce Engagement Management)


The activities of the technical analyst on the WEM-project will be:

1. Participate actively in the WEM scrum team to implement the WFM (workforce management) solution within the company. We currently are looking for the Verint/Nice/Genesys WFM solutions.

2. Create technical documents within the different domains in our contact center and within WFM/WFO/WEM (workforce management/workforce optimization/workforce engagement management) with focus on WFM.
3. Support analysis with different stakeholders from different domains - focus WFM and integrations
4. Organize technical workshops with different stakeholders (from architecture/integration/...)
5. Collaborate with Business Analyst to translate business needs into a technical design (on an agile incremental way)
6. Assist in the creation of test cases for the WFM implementation

The technical analyst will work, within the context of the WEM project, in the domains:
• Workforce Management
o WFM is a process where a planning is made based on a forecast of the necessary resources within the contact center.
• Coaching and Learning / Quality process
o Due to the installation of a quality control process based on the evaluations of discussions and written conversations of colleagues with clients, the intend is to optimize the way of working of collaborators. E-learning and soft-skills coaching are part of this.
• Performance Management and Analytics in the contact center
o Based on predefined Key performance indicators, we want to measure how the contact center performs towards agents and clients..
Based on the client satisfaction, we can adapt individually the coaching course in order to increase client satisfaction.
• Speech and Desktop Analytics
o Analyze conversations (in a automatized process) on contents and as a result, simplify the coaching process. Knowledge gaps can be detected more easily and solved by using e-learnings,...

Knowledge and experience
• Workforce Management - Detailed knowledge is a MUST
• Coaching and Learning / Quality process – ADVANTAGE
• Performance Management and Analytics in the contact center – MUST
• Speech and Desktop Analytics - ADVANTAGE

Experience is needed in a Omni channel contact center where the focus is on new media. Experience within the banking environment is a advantage. Experience in Agile methodology is also an advantage.
French speaking / Dutch speaking and English speaking.

working in an omnichannel contact center (2 years)
Analytical, quality oriented, self starter, independent

Technical Analyst IT for WEM Vacature informatie
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