WFM Administration Analyst in Mandaluyong at TTEC

Date Posted: 9/11/2018

Job Snapshot

Job Description

Position Purpose
  • Work with Operations, our Clients, GWFM, Human Capital, Talent Acquisition, QA, Training to help with all eWFM systems related issues, WFM process and training. 
  • Point of Contact for Aspect WFM technical and training concerns.
  • Successfully manages Aspect WFM and systems day to day operations, as well as projects to successfully support TeleTech resources as well as external resources/clients.
  • Follow, create & modify standard processes and procedures for Aspect WFM as they relate to communication and education to both internal and external customers.
  • Perform updates and maintenance of Aspect WFM via tickets, emails, and scheduled projects.
  • General oversight of Aspect WFM, as well as other workforce management tools that are managed by the WFM ADMINISTRATION group.
  • Performs day to day troubleshooting of WFM system via tickets and email's reporting issues, and or questions.

Essential Functions
  • Assigned Special Projects by Management
  • Understanding of, as well as the ability to perform every-day  WFM systems tasks assigned to Real Time and Planning positions.
  • Temporarily fills in for the Team Lead and/or Manager of the said team during time off and/or to attend meetings on behalf of WFM ADMINISTRATION.
  • Uses analytical thinking as well as provides analysis to reflect line of Business trends and recommendation on proactive changes.
  • Tactical implementation of mutually agreed-upon  processes, procedures, policies for Aspect WFM.
  • Leverages interpersonal capabilities and initiates relationships to establish rapport with internal and external customers.
  • Encourages and fosters collaboration and teamwork.
  • Effectively uses communication methods to communicate concepts, strategies and analysis to all necessary parties.
  • Diagnosis's problems, evaluates gaps in information and evaluates the impact of decisions.
  • Understands and analyzes complex information to guide decision making.
  • Responds creatively to work challenges and proactively makes recommendations.
  • Learns and challenges the WFM tool in order to effectively and strategically drives KPIs
  • Coordinates and communicates the severity of unforeseen WFM Systems business resumption and disaster recover impacting events.
  • Audits employee maintenance information is accurately entered and maintained in the appropriate WFM software
  • Provides adhoc reporting as needed.
  • Provide Workforce systems training to as needed
  • Works with Training team to roll out training initiatives to support Workforce systems.

Job Qualifications
Skills, Knowledge & Abilities :
  •  Ability to read, analyze and interpret data as well as 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 GWFM customers.
  •  Ability to identify and properly handle complex issues requiring a high level of expertise in making decisions.
  • Skill in establishing and maintaining effective working relationships
  • Excellent working knowledge of Microsoft Excel, Word, PowerPoint and other programs as required.
  • Advanced working knowledge of mathematical fundamentals of fractions, percentages, ratios and practical situations
  • Advanced analytical and problem-solving skills
  • Able to work independently with efficient time management skills
  • Advanced  knowledge of scheduling software packages such as eWFM, IEX, Blue Pumpkin, etc. is a must
  • Working knowledge of switch technologies such as Avaya, Meridian, Aspect, Rockwell, etc. is required
  • Ability to adapt to changing priorities, meet deadlines and work well under pressure.
  • Required to be able to transfer learned knowledge to others within the team, a Subject Matter Expert (SME)
  • Ability to exercise initiative and judgment as well as take decisions within the scope of assigned authority.


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