Overview
- This role ensures stability, integrity, and day today performance of the WFM systems for their users and stakeholders, as Tier-3.
- Provides workforce management and systems engineering level Tier-3 technical support to the workforce optimization system environment that the team supports for the Global Workforce Management Organization, Planners & RTA end users they employ, along with the entire FTE population utilizing the web based Aspect application.
- The WFM Administrator Tier-3 applies established communications and problem solving skills to work with end users that submit tickets to the queue, as well as the technical teams to troubleshoot and find resolutions to any issues brought forth.
Responsibilities
- Partner with the Information Technology team to correct IT related issues and/or work on system enhancements.
- Responsible for the consistency of data input/output from the scheduling software;
- Improve data quality of input sources to ensure accurate representation of resources within the scheduling software.
- Serve as WFM liaison to internal departments
- Troubleshoot system issues within the software / user problems / other software problems;
- Thoroughly understand the scheduling software to best optimize global workforce processes;
- Identify and implement innovations within the software system to increase data accuracy;
- Work with representatives of the software supplier to resolve system issues.
- Must be able to do regular audits for org and campaign set ups, feeds, adherence, mapping, skilling, etc.
- Administration of access rights
- The main POC for outages – must create an outage process and escalation path for WFM tool.
- Conduct training when needed – for new hire WFM staff (RTAs, planners) and for Ops
- Able to come up with Incident Reports on the platform with Root cause analysis reports.
Qualifications
- Working Experience of 2 years minimum on Aspect WFO System as System Admin.
- Understanding Workforce management solutions.
- Information Technology or Computer Science or Engineering Bachelor's Degree or equivalent work experience.
- Ability to clearly communicate with nontechnical requestors and technical partners
- Ability to take ownership and manage Tasks from start to finish;
- Exceptional documentation skills
- Excellent advanced troubleshooting skills
- Strong technical aptitude for understanding software processes and software operation;
- Analytical/technical aptitude in process and work flow optimization;
- Strong planning, time management and organizational skills;
- Self-starter with an ability to work efficiently, effectively and independently;
- Strong prioritization and meticulous attention to detail;
- Confidence and ability to explain workforce planning concepts in comprehensible terms to operations staff;
- Advanced MS Excel (including macros, scripting, and commands)
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