ADMINISTRATOR, toolsQualfon

Job Summary Duties & Responsibilities: * Assists customers with Verint Forecasting, Scheduling, Real Time, Logistics, Quality Management and other WFM functions * Ensure system application tools are configured and performing as designed, incl Job Summary Duties & Responsibilities: Assists customers with Verint Forecasting, Scheduling, Real Time, Logistics, Quality Management and other WFM functions Ensure system application tools are configured and performing as designed, including campaigns, queues, skill management, hierarchies, forms and reports Maintain reports and audits of user profiles to track licenses following new hires, attrition and transfer movement Schedule, analyze and test system upgrades, patches and performance Maintain issue logs and track progress of system outages Work with internal teams to identity, test and correct system issues and escalate if necessary Serve as the Point of Contact when working to solve issues with the external Verint team Communicate with internal groups regarding system issues, potential resolutions and expected time impact Respond to customers concerns and needs for system maintenance or updates Complete and respond to any open issue items with external vendors Coordinate and support all process improvement initiatives that impact the system tools Establish and maintain documented processes while developing new procedures to enhance the user experience Assist with the system tool segments of the on-the-job training for new workforce management personnel Provide leadership, direction and training to all personnel who will use the system tool. Area of expertise (Skills) Educational / Professional Qualifications and Experience: Bachelor's degree in technical discipline is preferred or equivalent work experience Minimum 2 years of work experience in Database/Workforce Management required. 1-year experience with Verint systems Good Command of Written & Spoken English Language Proficiency (for non-native English speakers) Other Skills and Experiences (Min) Certifications / Advanced Studies Required: Workforce Management Knowledge Call Center Experience - Queueing Knowledge, Call Routing Knowledge, Reporting Knowledge MS Office Suite proficiency Education
Monster

Manila City, Metro Manila
Permanent
Full-time