WORKFORCE - TOOLS ADMINISTRATOR

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Posted On: Jan 28, 2023

Location: Remote, PH - Remote, PH

Company: Qualfon

Job Summary

Duties & Responsibilities:

Assists customers with Verint Forecasting, Scheduling, Real Time, Logistics, Quality Management and other WFM functions
Ensure system application tools are configured and performing as designed, including campaigns, queues, skill management, hierarchies, forms and reports
Maintain reports and audits of user profiles to track licenses following new hires, attrition and transfer movement
Schedule, analyze and test system upgrades, patches and performance
Maintain issue logs and track progress of system outages
Work with internal teams to identity, test and correct system issues and escalate if necessary
Serve as the Point of Contact when working to solve issues with the external Verint team
Communicate with internal groups regarding system issues, potential resolutions and expected time impact
Respond to customers concerns and needs for system maintenance or updates
Complete and respond to any open issue items with external vendors
Coordinate and support all process improvement initiatives that impact the system tools
Establish and maintain documented processes while developing new procedures to enhance the user experience
Assist with the system tool segments of the on-the-job training for new workforce management personnel
Provide leadership, direction and training to all personnel who will use the system tool.

Educational / Professional Qualifications and Experience:

Bachelor’s degree in technical discipline is preferred or equivalent work experience
Minimum 2 years of work experience in Database/Workforce Management required.
1-year experience with Verint systems
Good Command of Written & Spoken English Language Proficiency (for non-native English speakers)

Certifications / Advanced Studies Required:

Workforce Management Knowledge; Call Center Experience - Queueing Knowledge, Call Routing Knowledge, Reporting Knowledge
MS Office Suite proficiency