Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- 2+ years experience in a Workforce Management Administrator position, or 3+ years of relevant WFM user experience (Forecasting, Scheduling, Real Time Management) required
- Ability to perform many concurrent assignments and determine the need for changing priorities
- Commitment to customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
- Ability to learn and train technical information
We are looking for a Workforce Management (WFM) System Administrator to maintain our WFM back end/front end systems and tools.
In addition, the WFM System Admin will partner closely with other teams to deliver mission critical initiatives, while devising solutions and tools that will benefit SPS Operations.
This role requires troubleshooting and problem-solving, attention to detail, and delivering high quality results on time.
Key job responsibilities
- Responsible for the ongoing support, user training and maintenance of our global Workforce Management systems and tools.
- Troubleshooting any issues with or enhancements to WFM Systems and coordinating with the applicable people to ensure the proper resolutions are met in a timely manner.
- Evaluate and Advise partners to develop Forecast Groups, Staff Groups and Routing Sets to improve utilization and business efficiency.
- Ensures the accuracy and timeliness of all data flowing to and from WFM systems.
- Respond to reported issues, requests & inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements.
- Setup user access to systems and/or services.
- Creates and updates profiles, permissions, and maintains user accounts.
- Drafts and maintains internal communications policies and procedures.
- Participate in cross-functional activities such as requirements gathering, review and user acceptance testing.
- Works with internal IT support teams and vendor technical support, as needed.
- Provide on-call which will require working on some nights and weekends.
- Occasional business travel and travel to other company facilities will be required.
- Experience leading process improvements
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Exceptional organizational skills and influencing and leadership skills
- 3+ years experience in a Workforce Management Administrator position, or 4+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management)
- Oral and written communication skills are required in order to provide appropriate customer support and interaction
- Speaking-listening-writing skills, attention to details, proactive self-starter
- Proven ability to work in a dynamic, ambiguous environment
- Experience with automatic contact routing, VoIP and any contact center case management tools.