Business Technology Integrators (BTI) in Upper Marlboro, MD is seeking Alvaria Workforce Management Experts to support IRS Contract, This is 100% Remote Position must work Eastern Time Zone hours.(East Coast Preferred)

Background

The Transformation and Strategy Office (TSO) was created as a direct report to the Office of the IRS Commissioner. The office provides support for all working teams as they guide initiatives through the planning and execution process; mobilizes teams to drive progress towards initiative and project delivery; champions change management strategies; and ensures transparency and accountability across the agency for progress towards our strategic objectives.

The Commissioner has directed TSO to examine and drive forecasting and workforce management improvements to reach positive Level of Service (LOS) results. As such, TSO is putting together a tiger team to examine current workforce forecasting and management practices, processes, and use of the Alvaria eWFM/RTA tools to seek improvements in forecasting and workforce management.

Scope

Consulting services in demand forecasting, workforce management and application of the Alvaria eWFM/RTA tools to support:

• Assessing current workforce management forecasting practices, processes, and methods.
• User training of the eWFM/RTA tools.
• Institutionalizing changes that will improve the accuracy and quality of forecasts and demand management and help improve Customer Services Representative (CSR) LOS goals,
• Validating improvements for efficacy and fine-tuning new processes, methods, and practices.

Skills, Education, Experience, and Resource Acceptance

•  Bachelor's degree and a minimum of 10 years of experience in IT/Telecom related field.
• Must have proven expertise in working with Contact Center tools, specifically. Alvaria Workforce Management.
• Must exhibit professional, consultative style oral and written communication skills and attributes.
• Must be a US Citizen, pass a drug screening, background check, and Treasury IRS Clearance

Job Experience Requirements

AT&T shall provide Alvaria eWFM/RTA subject matter expert for consulting services to assist the IRS TSO tiger team in achieving positive LOS results. The AT&T/Alvaria team will be integrated into the TSO tiger team and will support/advise on activities some of which are described below:

Forecasting:

• Baseline the current state IRS demand forecasting and workforce management business practices, processes, and use of eWFM/RTA.
• Review/analysis of historical data and data uploads.
• Deliver eWFM/RTA virtual training/knowledge transfer to IRS train-the-trainer staff (approximately twenty (20) trainees)
• Assist in establishing improvement objectives.
• Validate historical data in eWFM/RTA against outside repositories and identify gaps in historical data and address eWFM/RTA shortcomings.
• Update/Expand historical data as needed.
• Assess current forecast parameters and make recommendations.
• Assess current level of service goals and make recommendations.
• Review and recommend trending inputs.
• Configure/setup eWFM/RTA parameters as needed.
• Incorporate trending inputs as appropriate.
• Support pilot forecasts and cross reference results against actual.
• Assess pilot forecasts against historical patterns and JOC current methods and assist in fine tuning forecasts to improve accuracy.
• Revise methods and processes as needed to achieve.
• Support institutionalizing new forecasting model/methods for budget and operations decision making.
• Advise on best practices.
• Other activities as may be necessary to achieve improvement objectives.

 Scheduling:

• Engineer/Re-engineer processes to generate schedules.
• Assist and advise in metrics to track success and impact.
• Configure eWFM/RTA to generate schedules.
• Support operational process development to explore pilot enhancements including shift bidding, schedule maintenance and schedule optimization.
• Review and recommend potential to implement employee engagement/Empower functions for agent users.

Constraints

• The TSO tiger team will need to complete its assessment, pilot changes to processes, methods, and use of eWFM/RTA and fine tune the improvements prior to Tax Filing Season.

Deliverables

• Deliver eWFM/RTA training.
• PowerPoint presentations as necessary to inform of findings and recommendations.
• Configuration of eWFM/RTA tools to support forecasting and scheduling changes
• Assessment Reports

• Documents and presentations will be reviewed and accepted in accordance with the existing contractual CCISS Task Order.