exploring new technologies, being ready to handle any challenge in a moments notice, mastering consistency in an ever-changing world thats what it takes to get there.
If that's something you want to be apart of, apply today!So what does aWorkforce Managerreally do? Think of yourself as one of the key leaders of the department, so not just anyone is qualified for this role! We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch.
So come on, now we need your full concentration because its time to imagine what its like being a Workforce Manager.Imagine yourself going to work with one thing on your mind : to deliver the world's best customer experience by striking a balance between service and cost.
As you tackle your new tasks for the day, you know that it will lead to one thing : that you will supervise the Operational and fiscal activities of the Workforce Management team.
As aWorkforce Manager, you will be responsible for : End to end system administration and maintenance of the WFM systemWork with providers for overall improvement of the WFM system, coordinate ACD integrations, and explore new features and functionalityEnhancement of the WFM system user experienceAnalysis and review of policies and procedures for the purposes of system governanceTroubleshooting system issues and outagesFull documentation of all processes administered in the Teleopti system, including an outage processVendor managementManages a team of system expertsSo, do you have what it takes to become a Workforce Manager?
Requirements : Proven expertise with enterprise WFM application administrationFamiliarity with various ACD applicationsProficiency in switch data managementProficiency in ACD integrationsStrong knowledge of industry tools such as Teleopti, Nice IEX, Aspect, Impact 360, Genesys, Avaya, etc.
Average background and understanding of WFM principlesStrong leadership and organizational skillsExcellent attention to detailExcellent documentation capabilities
