4 Calabrio Jobs

As a People Manager in this role, you will be responsible for internal and external stakeholder management. Your primary tasks will involve generating forecasting, planning, and scheduling using Excel/WFM tools. You will need to demonstrate the ability to work on existing Cap plans or create new ones to meet specific requirements. Additionally, you will play a key role in creating FTE sizing for new/existing businesses, ensuring optimized solutions and collaborating with stakeholders to provide WFM insights. Your role will also involve identifying HC & revenue leakages and developing plans to close the gaps, as well as pinpointing areas for occupancy optimization. Analyzing multiple dashboards and taking appropriate action based on insights will be crucial. You will drive performance improvement projects, lead new project implementations, and focus on enhancing team performance. Furthermore, you will be involved in WFM onboarding, training, and resource upskilling activities. Proficiency in WFM tools such as IEX, eWFM, Blue Pumpkin, and Calabrio is essential. A good familiarity with Google Spread Sheet, MS Excel, and other MS Office applications is also required for this role.,

As a People Manager in this role, you will be responsible for managing internal and external stakeholders effectively. You will utilize your hands-on experience in generating forecasting, planning, and scheduling using tools such as Excel and WFM tools. Your ability to work on existing or create new capacity plans will be crucial in meeting the requirements of the business. You will play a key role in creating FTE sizing for new/existing businesses, ensuring optimized solutions are provided. Collaboration with various stakeholders to gather inputs from a WFM standpoint will be a part of your responsibilities. By identifying HC & revenue leakages, you will develop plans to close these gaps and identify areas for occupancy optimization. Analyzing multiple dashboards and initiating appropriate action plans will be essential for driving performance improvement projects and implementing new projects effectively. Your role will also involve driving team performance, onboarding, and training in WFM, as well as upskilling resources. Having a good knowledge of WFM tools such as IEX, eWFM, Blue Pumpkin, Calabrio, and familiarity with Google Spread Sheet, MS Excel, and other MS Office Applications will be beneficial. You should be able to think strategically in terms of business opportunity and growth, and be willing to work in a 24*7 environment. Handling pressure and being a natural go-getter are traits that will contribute to your success in this role. Overall, your responsibilities will include forecasting, capacity planning, scheduling, driving team performance, and contributing to the growth and success of the business.,

Job Title - GN - SONG - MT - Workforce Intelligence - Senior Manager/Manager Management Level: 06/ Senior Manager or 07/ Manager Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai Must have skills: Workforce Management (WFM) Good to have skills: Project Management Job Summary : You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. Areas of Work :Advance Customer Engagement, Workforce Optimization Roles & Responsibilities: As part of the team, you will drive the following Help our clients to create the workforce optimization strategy Work with clients to drive migration of workforce management platforms to new age technologies based on AI/ML Build target operating model for workforce management practice Assist clients in driving operational efficiencies through leading operational practices within the contact center/customer service organization Provide an impartial assessment of workforce management solutions Design & create strategic plans for WFO (Project & Programme) Design & create the solution architecture for workforce management transformation with best practices (across platforms) Lead large scale transformations on AI enabled contact center / customer service opportunities with clear focus on workforce optimization Build and influence relationships, grow collaborative partnerships with clients Experience using industry enterprise frameworks and methodologies to deliver business capabilities through whole systems design and architecture Work with pre-sales teams to support the solutioning of workforce optimization opportunities Manage performance of teams and identify performance improvement plans when required Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace Professional & Technical Skills: Understand market and customer challenges, ability to address these challenges in a differentiated manner vs. the competition. Includes similar level of understanding with regards to all the workforce management vendor technologies Help the team to be able to solution, sell, deliver workforce optimization solutions to clients. Readiness includes ,Product overview, Partner readiness support, pricing, documentation, first call presentations Ability to drive Partner support activities which includes a strong focus on nurturing deeper, more strategic relationships with key parties Excellent communications & presentation skills Ability to develop requirements based on leadership input Ability to work effectively in a remote, virtual, global environment Strong project management skills:ability to mobilize and organize across multiple stakeholders (client and internal) and projects Additional Information: Minimum 8+ years for Manager and Minimum 12-15 years for Senior Manager of experience in delivering workforce optimization programmes across multiple opportunities Exceptional customer management & people management skills Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies. Experience in handling different kinds of Contact Center process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk Experience in communicating with users, other technical teams, and senior management to collect requirements, describe software product features, technical designs, and product strategy. Practical knowledge on WFM platforms like Nice, Verint, Calabrio, Aspect, Genesys with focus on cloud solutions Practical knowledge of AI powered WFM solutions from similar providers Aware of quality and reporting platforms with the same providers as above Experience in building integration with other contact center platforms Good to have certification in any of the above mentioned platforms WFM solution Qualification Experience: Minimum 10+ year(s) of experience is required Educational Qualification: MBA/PGDM from a tier 1 or 2

Req ID: 309187 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Network-Voice/Collaboration - Network Convergence Advisor to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Three years or more of relevant experience or equivalent combination or education and work experience . VXML, CVP, ICM, CUCM, CUBE . Upgrading ICM, CVP, CUCM, Gateways from 12.5 to 12.6 Understanding of Natural Language design and Directed Dialogue design techniques for speech applications . Knowledge of various speech engine capabilities and tuning concepts . Ideal candidate will have experience with Google Dialog Flow Support existing customer projects on leveraged Cisco PCCE and Calabrio environments Provide Level 3 support and guidance during break fix situations Provide Level 3 guidance for platform change preparation and execution Develop Low Level Designs for Migrations, Upgrades and third party integrations Certifications Desired: Cisco Certified Voice Professional (CCVP) - Must have moderate knowledge of voice contact center business models - Must have Contact Center design/scripting/administration experience. Call scripting ( CVP Studio) - Moderate knowledge of Call Scripts, ICM knowledge, Call Manager and CUCM - Knowledge of Calabrio or similar workforce management systems is preferred . 8 to 10 years of experience with Cisco CCE, CVP, CUIC, AW/HDS, CUCM 4 to 6 years of experience in VoiceXML IVR technologies . Experience working with CVP Studio, Java, and backend integration with databases and web services . Preferred - Integrate CVP/PCCE with Third party Conversational AI platforms - Integrate CUBE with SIP Rec for Conversational AI - Provide Guidance of best practices of integrating CVP with Google Dialogflow. About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click . If you'd like more information on your EEO rights under the law, please click . For Pay Transparency information, please click.