Workforce Management Consultant
SquareTrade - San Francisco, CA

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SquareTrade is the top-rated protection plan trusted by millions of happy customers and offered by top retailers including Amazon, Costco and Tesco. We have more than 160,000 fans on Facebook, consistently win industry awards and have received tens of thousands of 5-star reviews. SquareTrade is profitable, growing 100% year on year, and attracted one of the largest private capital raises in 2012, with a $238 million round led by Bain Capital. Headquartered in San Francisco and London, SquareTrade is privately held. Learn more at

More About the role:
The Workforce Management Consultant works closely with Global Call Center Director and Director of MIS to maintain the temporary WorkForce Management tool while driving the RFP process for an off-the shelf and/or customized workforce management solution. .This individual will be responsible for implementation of identified WFM solution.
Workforce Management Consultant to provide guidance to SquareTrade in the process of implementing a Workforce Management strategy. They ensure that the solution conform to industry standards and best practices, as well as to Workforce Insight’s internal guidelines. The Workforce Management Consultant is also expected to perform a variety of tasks that range beyond implementation such as troubleshooting and technical consulting roles, which are in alignment to their skill set. The position requires in-depth experience with one or more Workforce Management or Human Capital Management solutions, such as Kronos, Infor, Workbrain, Workforce Software, Oracle, SAP, PeopleSoft, Lawson, Timera, Datamatics, RedPrairie, Reflexis, Blue Cube, Aspect, Concerro, AtStaff, Blue Pumpkin, etc. Additional experience with HR, Payroll, Scheduling, and Analytic/Business Intelligence solutions is highly preferred.

Required Skills and Background:
Minimum of 3-5 years in enterprise in the Workforce Management or Human Capital Management space

Solid understanding of business & industry processes as they relate to Contact Centers as well as an focus on customer satisfaction

Ability to document and develop business requirements, design specifications, test scripts(scenarios)

Strong business analyst skill set to assess challenges, issues, constraints and develop solutions based on existing scope or make recommendations for outside scope items which provide a more efficient and productive, solution

Understanding of in-scope and out-of-scope tasks/deliverables and the ability to proactively communicate with the assigned project manager to provide estimations, raise notable items that may impact the project’s cost, schedule, quality, etc

Proficiency in one or more Workforce Management areas including; Time and Attendance, Scheduling, Leave, Attendance, Custom Reporting, Integration or Analytics.

Strong written and oral communication skills, with SquareTrade executives as well as team members and IT. Ability to develop and deliver presentations to both internal and external audiences

Experience working in complex business environments and on high-pressure, fast-paced projects in a collaborative and fast paced team setting

Excellent problem solving and analytical skills & solid understanding of project implementation methodology(s)

Strong consulting skill set to uncover, strategize, and align Customer Care goals and objectives with a WFM solution

Preferred Technical Expertise and Skills:
Familiar with Call Center Telephony Reporting systems/tools (Cisco preferred)

Proficient with Microsoft’s environment and Microsoft Office products

Familiar with technical concepts in a networked environment

College/University degree or equivalent software application training

SquareTrade - 18 months ago - save job - block
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