Manila, Philippines
1d ago

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.
  • Area of expertise (Skills)

    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)
  • Other Skills and Experiences (Min)

    Certifications / Advanced Studies Required :

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

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