Calabrio Workforce Optimization Consultant

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Calabrio Workforce Optimization Consultant

Location: Ottawa
Job Code: CAL-001
Published On: March 22, 2018
Number of Openings: 1

Position Description:

Established in 1993, Nova Networks Inc. has grown to become one of the most respected information technology firms in Canada.

Nova Networks is currently looking for a Calabrio Consultant.

Duties will include:

  • Analyzing Nova’s call centre needs
  • Installing Cisco Calabrio Workforce Optimization (Nova recently upgraded our Cisco Call Center and VoIP solution)
  • Configuring Calabrio to meet Nova’s expanding needs
  • Training a team of managers and schedulers to maximize the use of Calabrio

The successful candidate will work closely with our Cisco VoIP and other technical staff for the installation and configuration. Key to success is to ensure managers and schedulers are engaged in the requirements, design and configuration phases.

Candidate Requirements:

  • Experience implementing one or more Calabrio solutions
  • Experience with other Workforce Optimization tools and excellent understanding of how a Service Desk operates to meet SLAs
  • Experience working in a Service Desk setting
  • Strong business process or project management skills and knowledge of ITIL framework would be beneficial
  • Additional technical expertise would be an asset

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