About the Role:We are seeking a strategic and data-driven Workforce & Quality Expert to lead the design, optimization, and continuous improvement of our forecasting, scheduling, quality, and reporting functions for service desk and contact center operations. This role is a key contributor to operational performance, bringing deep expertise in workforce tools such as Verint, Amazon Connect Scheduler, or similar platforms, and delivering insights that drive efficiency, quality, and service excellence.
This is a senior individual contributor role, working closely with operational leaders, client stakeholders, and cross-functional teams.
Key Responsibilities:
Workforce Strategy & Planning:
• Design and manage forecasting models to align staffing with historical trends, business volume, and seasonal changes.
• Optimize shift strategies and scheduling logic using Verint, Amazon Connect Scheduler, or equivalent platforms.
• Lead capacity planning initiatives, scenario modeling, and headcount alignment across multiple lines of business.
• Recommend and implement improvements in planning processes, forecasting accuracy, and utilization optimization.
Quality Framework Development:
• Define and enhance quality assurance processes, including evaluation templates, scoring guidelines, and calibration standards.
• Analyze quality trends and correlate with operational KPIs to identify root causes and improvement opportunities.
• Work with training and operations to drive agent performance and support coaching strategies.
Reporting & Performance Analytics:
• Build and maintain performance dashboards that consolidate workforce, quality, and SLA data.
• Translate complex data into actionable insights for business reviews and operational decision-making.
• Lead efforts to automate reporting and streamline data flows using tools like Excel, Power BI, or Tableau.
• Ensure reporting is aligned with contract metrics, internal benchmarks, and executive priorities.
Collaboration & Influence:
• Serve as a subject matter expert and advisor to operational leaders on workforce and quality best practices.
• Collaborate with cross-functional teams (training, operations, client management) to align execution with strategy.
• Present findings, trends, and recommendations in internal and client-facing forums.
Qualifications:
• 5–8 years of experience in workforce management, quality assurance, or operations analytics.
• Deep functional knowledge of Verint, Amazon Connect Scheduler, or similar workforce platforms.
• Strong analytical and modeling skills; expert-level Excel and working knowledge of Power BI, Tableau, or equivalent tools.
• Proven experience in performance optimization, forecasting accuracy improvement, and data storytelling.
• Ability to influence stakeholders without direct authority and work effectively in a matrix environment.
Preferred:
• Experience supporting global service operations.
• Familiarity with service desk metrics and contact center operational models.
• Experience driving continuous improvement projects using Lean, Six Sigma, or similar methodologies.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.