temporary wfm Administration analystTeletech Customer Care Management Philippiness Inc

Job Description : WFM Administration Analyst Position Purpose: * Responsible tracking the employee lifecycle from initial hire to production to ensure all equipment and system needs are met, and issues are resolved prior to day 1 of training * Job Description : WFM Administration Analyst Position Purpose: Responsible tracking the employee lifecycle from initial hire to production to ensure all equipment and system needs are met, and issues are resolved prior to day 1 of training Improve the overall employee experience through personal contact via text, email, and phone Expected to have a strong understanding TTEC's policies and procedures to ensure that the expectations of TTEC and our clients are achieved effectively and efficiently Partner with Talent Acquisition, Learning Delivery, Information Technology, At Home Service Desk, Facilities, etc. to ensure employee engagement, attendance, and attrition meet or exceed departmental goals Essential Functions: Lead new hire agents through the on-boarding processes, from placement on the roster, through technical testing, to training, nesting, and finally a successful handoff to production Maintains communication with newly hired employee from Oracle hire to production handoff via text, email, and phone Responds to all customer requests within the established timeframes, both internal partner and agent facing Displays empathy and focus on improving the employee experience at all times Manages SharePoint Class Checklists to ensure accurate tracking of agent state and status from roster lock to production, and performs regular audits Maintains accurate dates and other required data in Class Request Tracker (CRT) to ensure reporting accuracy Communicates equipment, systemic, and attendance 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 Work in conjunction with Talent Acquisition, At Home Service Desk, and Training to deliver reconciled rosters from hire to production Assist with development of new processes and process documentation as gaps are identified Completes Oracle coding and Team Lead assignment changes as needed Confirms tracking of worked hours by Training and ASD for Training Prep Check (TPC)/Technical Check-in (TCI), and opens tickets for Kronos Timecard updates Functions as a SME to fellow team members regarding processes and procedures Complete daily, weekly, and monthly tasks within an allotted amount of time and with accuracy Participates in group chat rooms to foster communication and teamwork Leverages interpersonal capabilities and initiates relationships to establish rapport with new employees and internal partners 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 Understands the requirements for each task while strictly adhering to TTEC's policies, requirements, and expectations Maintains a positive, respectful, and caring attitude when working with others Consistently displays TTEC's core values when performing tasks 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 Other Functions: Facilitate training for new Analysts and Sr. Analysts as needed Participate in weekly closed loop or client status meetings to identify upcoming new hire/transfer classes, discuss status of current new hire/transfer classes, and call out potential risks with systems, equipment, or other potential attrition Participate in regular team meetings and one on one sessions Attend calibration sessions as needed with TA, Training, and ASD Manage individual metrics to ensure goals are met Participate in continuous education Job Qualifications: Skills, Knowledge & Abilities: Strong understanding of Work From Home policies, procedures, equipment, and systems Demonstrated time management and multi-tasking capabilities with a sense of urgency in a fast-paced, ever changing environment Advanced 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 agents 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 TTEC technologies such as SharePoint, HOP, and AskNow 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
Monster

Metro Manila
Temporary
Full-time