Senior Specialist, WFM Administration

Senior Specialist, WFM Administration

Teletech Customer Care Management Philippiness Inc
Not Specified
Not Specified

Job Description


Job Description :
Job Code: OPWMADS3a
Job Title:Senior Specialist, Workforce Management- ID Management
Position Purpose
  1. Responsible for the creation, maintenance, and termination of login IDs, including but not limited to Avaya, Cisco, EyeQ360, 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 login to 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 TeleTech's policies and procedures to ensure that the expectations of TeleTech 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 TeleTech and client-based systems
  3. Manages IDs in the Locus Master Roster by ensuring Centerpoint is accurate and up to date
  4. Creates ID Management checklists for new hire classes
  5. Leverages interpersonal capabilities and initiates relationships to establish rapport with internal and external customers
  6. Encourages and fosters collaboration and teamwork
  7. Effectively uses communication methods to communicate concepts, requirements, and strategies to all necessary parties
  8. Diagnoses problems, evaluates gaps in information and judges the impact of decisions
  9. Understands and analyzes complex information to guide decision making
  10. Responds creatively to work challenges and proactively makes recommendations
  11. Functions as a SME to fellow team members regarding processes and procedures
  12. Understands the requirements for each task while strictly adhering to TeleTech's policies along with the client's requirements and expectations
  13. Responds to all customer requests, both internal and external, within the established timeframes
  14. Maintains a positive, respectful, and caring attitude when working with others
  15. Consistently displays TeleTech's core values when performing tasks
  16. 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
  17. Takes ownership and is personally responsible for guiding customers through issues and finding solutions

Job Details

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TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don't take our word for it - check out some our women in leadership and diversity awards on TTECjobs.com.

Job Source : www.ttecjobs.com

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