Senior Specialist, WFM Administration in Cainta, Calabarzon, PH at TTEC

Date Posted: 5/10/2018

Job Snapshot

Job Description


Senior Specialist, WFM Admin- ID Management
 
1.      Responsible for the creation, maintenance, and termination of login IDs, including but not limited to Avaya, Cisco, NICE, and client specific applications.
2.      Work in conjunction with Operations, Training, Quality, GWFM, Talent Acquisition, and Human Capital to ensure that new hires and transferred employees can access a variety of systems at the start of their employment and/or transfer to a new program
3.      Complete maintenance tasks on logins such as password resets and profile changes along with ensuring that access of terminated or transferred employees is removed at the time of termination or transfer
4.      Expected to have a strong understanding TTEC’s policies and procedures to ensure that the expectations of TTEC and our clients are achieved effectively and efficiently.
 
Essential Functions
 
1.      Complete daily, weekly, and monthly tasks within an allotted amount of time and with accuracy
2.      Creates, maintains, and terminates multiple logins in both TTEC and client-based systems
3.      Manages IDs in the Locus Master Roster and/or Power BI by ensuring Centerpoint is accurate and up to date
4.      Creates ID Management checklists for new hire classes
5.      Manages AskNow ticket queue for ID Management requests, Catalog Requests, and Incidents
6.      Participates in group chat rooms to foster communication and teamwork
7.      Leverages interpersonal capabilities and initiates relationships to establish rapport with internal and external customers
8.      Encourages and fosters collaboration and teamwork
9.      Effectively uses communication methods to communicate concepts, requirements, and strategies to all necessary parties
10.   Diagnoses problems, evaluates gaps in information and judges the impact of decisions
11.   Understands and analyzes complex information to guide decision making
12.   Responds creatively to work challenges and proactively makes recommendations
13.   Functions as a SME to fellow team members regarding processes and procedures
14.   Understands the requirements for each task while strictly adhering to TTEC’s policies along with the clients’ requirements and expectations
15.   Responds to all customer requests, both internal and external, within the established timeframes
16.   Maintains a positive, respectful, and caring attitude when working with others
17.   Consistently displays TTEC’s core values when performing tasks
18.   Communicates all login and system issues to all impacted parties clearly and reassures customers that resolutions will be provided in the most effective and efficient way possible with minimal impact
19.   Takes ownership and is personally responsible for guiding customers through issues and finding solutions
20.   Answers questions and assists in isolating the root cause of problems and participates in testing solutions to ensure issues have been resolved
 
Job Qualifications
 
Skills, Knowledge & Abilities :
 
1.      Ability to read, analyze, and interpret assigned tasks using critical thinking skills and strong attention to detail
2.      Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from internal and external customers
3.      Ability to identify and properly handle complex issues
4.      Skill in establishing and maintaining effective working relationships with a diverse population
5.      Advanced knowledge of Microsoft Excel, Word, PowerPoint, Access, Outlook, and other programs as required
6.      Advanced analytical and problem-solving skills
7.      Able to work independently with efficient time management skills
8.      Advanced knowledge of TTEC technologies such as SharePoint, Centerpoint, CMS Supervisor, Mosaic, and Locus
9.      Demonstrated time management and multi-tasking capabilities with a sense of urgency in a fast-paced, ever changing environment
10.   Required to be able to transfer learned knowledge to others within the team, as a Subject Matter Expert (SME)
11.   Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
 
Education Or Formal Training :
1.      High School diploma or equivalent minimum
 
Experience :
2.      Two (2) years minimum call center experience
3.      Current TTEC support role required such as Team Lead, Trainer, Quality Assurance, or WFM
 
Material and Equipment Directly Used :
1.      Requires use of standard office equipment and PC, mouse, and various peripherals
 
Working Environment/Physical Activities :
Work is generally performed in an office environment.  The noise level in the work environment is usually moderate.  Travel may be required but only in a limited capacity. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; and talk and hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.