Workforce Optimization Consultant

Position: Workforce Optimization Consultant
Department: Technical Services
Positions Available: 1
Available: August 2006
Location: Indianapolis, IN

Job Description:
The Workforce Optimization Consultant will be responsible for providing on-site, classroom and telephone based consultation for users of Interactive Intelligence Interaction Optimizer (Optimizer) product. Interaction Optimizer helps customers minimize exceptions to service levels, optimize workforce schedules, and reduce exceptions to schedule adherence. The position will require strong knowledge of contact center performance management, contact center technology and a strong desire to work with end customers in improving their overall contact center operation.

Primary Responsibilities:Deliver product implementation and usage consultation primarily to end customer representatives, secondarily to resellers and employees to better enable them to understand how to optimize workforce schedules using Optimizer.
These services will be delivered on-site and in a classroom setting.
Assist customers in developing call routing and workforce scheduling practices which are cohesive and optimize both call handling and workforce utilization.
Assist customers in developing effective measurement, review and ongoing continuous improvement strategies for call and workforce management.
Over time, the scope of these positions will grow to include other aspects of Contact Center Managements to include quality management and overall performance management.
Develop and maintain product technical expertise in both CIC and Optimizer.
Be creative in defining and documenting methods of practice, delivery and packaging for services related to Optimizer.
Position would require 60% travel.
REQUIREMENTS
Skills Required:Bachelor’s Degree in Business Management or related field
Graduate degrees in Business Management given additional consideration
Two years or equivalent of Call Center Management experience
Proven excellence with customer facing consulting activities. Must have a passion for creating and delivering customer value
Ability to work in a team environment is a must
Ability to work in a fast-paced environment and willing to address complex problems with minimal direction
Telephony experience given additional consideration