senior specialist, wfm AdministrationTTEC

Job Code: OPWMADS3a
Job Title: Senior Specialist, Workforce Management- ID Management
Position Purpose:
Responsible for the creation, maintenance, and termination of login IDs, including but not limited to Avaya, Cisco, EyeQ360, and client specific applications.
Work in conjunction with Operations, Training, Quality, GWFM, Talent Acquisition, and Human Capital to ensure that new hires and transferred employees can login to a variety of systems at the start of their employment and/or transfer to a new program
Complete maintenance tasks on logins such as password resets and profile changes along with ensuring that access of terminated or transferred employees is removed at the time of termination or transfer
Expected to have a strong understanding TeleTech's policies and procedures to ensure that the expectations of TeleTech and our clients are achieved effectively and efficiently.
Essential Functions:
Complete daily, weekly, and monthly tasks within an allotted amount of time and with accuracy
Creates, maintains, and terminates multiple logins in both TeleTech and client-based systems
Manages IDs in the Locus Master Roster by ensuring Centerpoint is accurate and up to date
Creates ID Management checklists for new hire classes
Leverages interpersonal capabilities and initiates relationships to establish rapport with internal and external customers
Encourages and fosters collaboration and teamwork
Effectively uses communication methods to communicate concepts, requirements, and strategies to all necessary parties
Diagnoses problems, evaluates gaps in information and judges the impact of decisions
Understands and analyzes complex information to guide decision making
Responds creatively to work challenges and proactively makes recommendations
Functions as a SME to fellow team members regarding processes and procedures
Understands the requirements for each task while strictly adhering to TeleTech's policies along with the client's requirements and expectations
Responds to all customer requests, both internal and external, within the established timeframes
Maintains a positive, respectful, and caring attitude when working with others
Consistently displays TeleTech's core values when performing tasks
Communicates all login and system issues to all impacted parties clearly and reassures customers that resolutions will be provided in the most effective and efficient way possible with minimal impact
Takes ownership and is personally responsible for guiding customers through issues and finding solutions
Answers questions and assists in isolating the root cause of problems and participates in testing solutions to ensure issues have been resolved
Job Qualifications:
Skills, Knowledge & Abilities:
Ability to read, analyze, and interpret assigned tasks using critical thinking skills and strong attention to detail
Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from internal and external customers
Ability to identify and properly handle complex issues
Skill in establishing and maintaining effective working relationships with a diverse population
Advanced knowledge of Microsoft Excel, Word, PowerPoint, Access, Outlook, and other programs as required
Advanced analytical and problem-solving skills
Able to work independently with efficient time management skills
Advanced knowledge of TeleTech technologies such as SharePoint, Centerpoint, CMS Supervisor, and Locus
Demonstrated time management and multi-tasking capabilities with a sense of urgency in a fast-paced, ever changing environment
Required to be able to transfer learned knowledge to others within the team, as a Subject Matter Expert (SME)
Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don't take our word for it - check out some our women in leadership and diversity awards on TTECjobs.com.
Lead Everyday w Do the Right Thing w Reach for Amazing w Seek First to Understand w Act as One w Live life Passionately
TTEC

Philippines
Permanent
Full-time