wfm iex AdministratorNICE CXone
Workplace: MetroManila, Manila, Taguig
Salary: Agreement
Work form: Full time
Posting Date: 20/10/2023
Deadline: 06/09/2022
Description
Workforce IEX Administrator
Location: Taguig City, Philippines
Demonstrated experience working directly with application users to troubleshoot issues with application functionality or performance and proven experience in managing or assisting in major system changes/upgrades involving testing and communication with internal stakeholders.
The WFM IEX Administrator performs various activities in close consultation and collaboration with other members of the local, shared production center and/or global WFM team and mainly with his teammates (peers) and manager (reporting).
As a Workforce IEX Administrator Team Member, a Typical Day Might Include the Following:
Responds to user inquiries & trouble tickets related to application functionality, access, and performance
Performs troubleshooting with users.
Receives, assesses, and performs changes, updates, deletes for system configuration items (e.g. Agent Definition, Agent Data Groups, Management Units, Contact Types), leveraging experience to ensure that changes do not impact other users or system performance.
Interacts with internal and external stakeholders to resolve issues that cannot be cleared within the team, including creating & managing trouble tickets in the NICE WISER ticketing system.
Provides support to internal Workforce Management customers on NICE WFM IEX client and WebStation.
Innovates and develops processes to enhance Workforce Management efficiency.
Establishes solid working relationships with customer, IT support staff, and partners To Land This Gig You'll Need:
BSc with preferably discipline Logistics, Math or Economy(metrics)
(Business) English in word and writing
Preferred is a minimum of 2-year experience with NICE WFM IEX, preferably within a Contact Center
A skillset with a high level of proficiency on NICE WFM IEX and good knowledge of the WFM process and Customer Care/Call Centers, Proficient at communicating at different levels.
ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world's No. 1 cloud customer experience platform, NICE inContact CXoneTM, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation, and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.
NICE CXone
Workforce IEX Administrator
Location: Taguig City, Philippines
Demonstrated experience working directly with application users to troubleshoot issues with application functionality or performance and proven experience in managing or assisting in major system changes/upgrades involving testing and communication with internal stakeholders.
The WFM IEX Administrator performs various activities in close consultation and collaboration with other members of the local, shared production center and/or global WFM team and mainly with his teammates (peers) and manager (reporting).
As a Workforce IEX Administrator Team Member, a Typical Day Might Include the Following:
Responds to user inquiries & trouble tickets related to application functionality, access, and performance
Performs troubleshooting with users.
Receives, assesses, and performs changes, updates, deletes for system configuration items (e.g. Agent Definition, Agent Data Groups, Management Units, Contact Types), leveraging experience to ensure that changes do not impact other users or system performance.
Interacts with internal and external stakeholders to resolve issues that cannot be cleared within the team, including creating & managing trouble tickets in the NICE WISER ticketing system.
Provides support to internal Workforce Management customers on NICE WFM IEX client and WebStation.
Innovates and develops processes to enhance Workforce Management efficiency.
Establishes solid working relationships with customer, IT support staff, and partners To Land This Gig You'll Need:
BSc with preferably discipline Logistics, Math or Economy(metrics)
(Business) English in word and writing
Preferred is a minimum of 2-year experience with NICE WFM IEX, preferably within a Contact Center
A skillset with a high level of proficiency on NICE WFM IEX and good knowledge of the WFM process and Customer Care/Call Centers, Proficient at communicating at different levels.
ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world's No. 1 cloud customer experience platform, NICE inContact CXoneTM, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation, and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.
NICE CXone
Other Info
Taguig City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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NICE CXone
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