senior wfm Administration analystTeletech Customer Care Management Philippiness Inc

Job Description : Senior Analyst WFM Administration TTEC is the Customer Experience organization that powers the world's greatest brands. As part of the team that enables that Customer Experience, the Global Workforce Management department relies on Job Description : Senior Analyst WFM Administration TTEC is the Customer Experience organization that powers the world's greatest brands. As part of the team that enables that Customer Experience, the Global Workforce Management department relies on optimal configuration and use of our Workforce Management Systems. The Sr Analyst WFM Administrator is responsible for that. This role is required to assist on the mission of transforming customer experience and bringing humanity to business. Position Purpose Experienced/advanced WFM administration Work with Operations, our Clients, GWFM, Human Capital, Talent Acquisition, QA, Training to help with all eWFM systems related issues, WFM process and training. Point of Contact for Aspect WFM technical and training concerns. Provide subject matter expertise on the technical capabilities of WFM Systems and applications Successfully manages Aspect WFM and systems day to day operations, as well as projects to successfully support TeleTech resources as well as external resources/clients. Follow, create & modify standard processes and procedures for Aspect WFM as they relate to communication and education to both internal and external customers. Perform updates and maintenance of Aspect WFM via tickets, emails, and scheduled projects. General oversight of Aspect WFM, as well as other workforce management tools that are managed by the WFM ADMINISTRATION group. Performs day to day troubleshooting of WFM system via tickets and email's reporting issues, and or questions. Essential Functions Understanding of, as well as the ability to perform every-dayWFM systems tasks assigned to Real Time and Planning positions. Uses analytical thinking as well as provides analysis to reflect line of Business trends and recommendation on proactive changes. Tactical implementation of mutually agreed-uponprocesses, procedures, policies for Aspect WFM. Provide Workforce systems training to as needed Works with Training team to roll out training initiatives to support Workforce systems. Learns and challenges the WFM tool to effectively and strategically drives KPIs Coordinates and communicates the severity of unforeseen WFM Systems business resumption and disaster recover impacting events. Leverages interpersonal capabilities and initiates relationships to establish rapport with internal and external customers. Encourages and fosters collaboration and teamwork. Assigned Special Projects by Management Assists Team Lead and/or Manager in onboarding, training, and development of new WFM Analysts or Specialists as a more experienced and seasoned resource. Temporarily fills in for the Team Lead and/or Manager of the said team during time off and/or to attend meetings on behalf of WFM ADMINISTRATION. Effectively uses communication methods to communicate concepts, strategies, and analysis to all necessary parties. Diagnose problems, evaluates gaps in information and evaluates the impact of decisions. Understands and analyzes complex information to guide decision making. Responds creatively to work challenges and proactively makes recommendations. Audits employee maintenance information is accurately entered and maintained in the appropriate WFM software Provides ad-hoc reporting as needed. Job Qualifications Skills, Knowledge & Abilities: A two-year experience in a Analyst WFM Administration role or equivalent (Preferred) A minimum one-year experience as WFM system administrator (Required) Has more than 2 years' experience administrating, configuring and maintaining Workforce Management Systems WFM System Administration certification (on a WFM platform i.e., Verint, Aspect WFM, Nice IEX, or similar) WFM System Administration Training (on a WFM platform i.e., Verint, Aspect WFM, Nice IEX, or similar) Detailed understanding of advanced Workforce Management systems Advanced knowledge of scheduling software packages such as eWFM, IEX, Blue Pumpkin, etc. is a must Flexibility to work off-hours in support of a 24x7 business model BA/BS, related degree, or equivalent experience Ability to read, analyze and interpret data as well as 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 GWFM customers. Ability to identify and properly handle complex issues requiring a high level of expertise in making decisions. Skill in establishing and maintaining effective working relationships Excellent working knowledge of Microsoft Excel, Word, PowerPoint, and other programs as required. Advanced working knowledge of mathematical fundamentals of fractions, percentages, ratios, and practical situations Advanced analytical and problem-solving skills Able to work independently with efficient time management skills Working knowledge of switch technologies such as Avaya, Meridian, Aspect, Rockwell, etc. is required Ability to adapt to changing priorities, meet deadlines and work well under pressure. Required to be able to transfer learned knowledge to others within the team, a Subject Matter Expert (SME) Ability to exercise initiative and judgment as well as take decisions within the scope of assigned authority.
Monster

Philippines
Permanent
Full-time