Call Center / Workforce Staffing Modeling SME

Responsibilities: Develop staffing and workforce models for call centers with 50 or more agents. Interpret government requirements to extract quantifiable staffing needs and support proposal cost volumes.

Requirements: Requires demonstrated experience in workforce modeling and knowledge of queuing theory, specifically Erlang C. Proficiency in Microsoft Excel and experience with WFM platforms like NICE or Verint is highly desired.

Key skills: Workforce Modeling, Queuing Theory, Erlang C, Microsoft Excel, Analytical Modeling, Workforce Management Platforms, Labor Pricing, Basis Of Estimate Development

Keywords: Call Center, Workforce Staffing, Erlang C, Queuing Theory, NICE, Verint, Genesys, Aspect, Basis Of Estimate, BOE, Labor Pricing, Healthcare Contact Center, Government Service Contract, Analytical Modeling, FTE