wfm Administration analystTTEC

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
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.
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.
TTEC

Philippines
Permanent
Full-time