Workforce Management Administrator

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Assist the WFM department with daily administration of Login Identification.

• Update and manage client-specific hierarchies.

• Resolve ID-related issues.

• Process terminations in a timely manner by adhering to client-specific roll-off procedures.

• Handle and resolve helpdesk tickets via the internal Teleperformance Helpdesk.

• Generate network logins for newly hired agents and internal transfers.

• Assign, bind, and disable ACD-IDs within CCMS.

• Create and allocate Firecastle profiles for new-hire agents and internal transfers.

• Request client-specific logins through established client processes while meeting SLA requirements.

• Keep track of client logins in CCMS.

• Reset passwords and troubleshoot login/access problems.

• Submit roll-off requests or forms based on site attrition, following client-specific processes within SLA.

• Perform additional tasks as directed by the supervisor.

⛳️ Requirements

• Must have 90 days or more in the current position.

• A minimum of 6 months of experience in call center operations or Workforce is preferred.

• Attention to detail is essential.

• Must be willing to work extended hours and/or weekends as needed.

• Strong ability to manage constant change effectively.

• Ability to collaborate well with others.

• Exceptional service skills, including promptness and quality of delivery.

• Familiarity with Microsoft-based technologies.

• Openness to facing new challenges on a daily basis.

• Effective verbal and written communication skills with all levels of staff and management.

• Robust organizational and time management abilities.

• Strong interpersonal and customer service skills.

• Initiative to proactively suggest ideas and propose alternatives for constructive feedback.

• Sound reasoning and effective problem-solving skills.

• Capability to view a computer monitor for extended periods.

• Ability to work independently with minimal supervision when necessary.

🏝️ Benefits

• Comprehensive health benefits, which may include medical, vision, and dental coverage.

• Employment Assistance Programs available.

• Health and personal time off (HPT) offered.

• Leave programs accessible as per eligibility.

• Competitive 401(K) plans available.

• Life insurance provided.

• Supplemental medical coverage options.

• Critical care insurance offered.

• Pet insurance available.

• Flexible Spending Account (FSA) plans.

• Retailer discounts provided.

• Opportunities for career advancement.

• An inclusive and diverse workplace culture.

• Support for active-duty service members, veterans, and military families.

• Reasonable accommodations during the application process.