Position Purpose
Responsible tracking the employee lifecycle from initial hire to production to ensure all equipment and system needs are met
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.
Essential Functions
Complete daily, weekly, and monthly tasks within an allotted amount of time and with accuracy
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
Creates, maintains, and closes the Class Tracker to ensure every employee is fully accounted from hire to handoff
Maintains communication with newly hired employee from Oracle hire to production handoff
Completes Oracle coding and Team Lead assignment changes as needed
Tracks/Loads worked hours for Meet & Greet/Technical Check-in and Day 1 TTTEC Essentials for Kronos Timecards
Manages AskNow ticket queue, SharePoint Class Trackers, SharePoint tickets, and other systems as required
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
Functions as a SME to fellow team members regarding processes and procedures
Understands the requirements for each task while strictly adhering to TTEC's policies along with the clients' requirements and expectations
Responds to all customer requests within the established timeframes
Maintains a positive, respectful, and caring attitude when working with others
Consistently displays TTEC's core values when performing tasks
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
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 * Participate in regular team meetings and one on one sessions
Attend calibration sessions as needed with TA, Training, and ASD
Facilitate training for new Analysts as needed
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
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
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
Education Or Formal Training:
High School diploma or equivalent minimum
Bachelor's degree or equivalent experience
Experience:
6+ months TTEC tenure required
Two (2) years minimum call center experience
Previous support role experience required such as Team Lead, Trainer, Quality Assurance, or WF004D
TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer.
TTEC
Responsible tracking the employee lifecycle from initial hire to production to ensure all equipment and system needs are met
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.
Essential Functions
Complete daily, weekly, and monthly tasks within an allotted amount of time and with accuracy
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
Creates, maintains, and closes the Class Tracker to ensure every employee is fully accounted from hire to handoff
Maintains communication with newly hired employee from Oracle hire to production handoff
Completes Oracle coding and Team Lead assignment changes as needed
Tracks/Loads worked hours for Meet & Greet/Technical Check-in and Day 1 TTTEC Essentials for Kronos Timecards
Manages AskNow ticket queue, SharePoint Class Trackers, SharePoint tickets, and other systems as required
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
Functions as a SME to fellow team members regarding processes and procedures
Understands the requirements for each task while strictly adhering to TTEC's policies along with the clients' requirements and expectations
Responds to all customer requests within the established timeframes
Maintains a positive, respectful, and caring attitude when working with others
Consistently displays TTEC's core values when performing tasks
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
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 * Participate in regular team meetings and one on one sessions
Attend calibration sessions as needed with TA, Training, and ASD
Facilitate training for new Analysts as needed
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
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
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
Education Or Formal Training:
High School diploma or equivalent minimum
Bachelor's degree or equivalent experience
Experience:
6+ months TTEC tenure required
Two (2) years minimum call center experience
Previous support role experience required such as Team Lead, Trainer, Quality Assurance, or WF004D
TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer.
TTEC
Other Info
Pampanga
Permanent
Full-time
Permanent
Full-time
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TTEC
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