Product Support Specialist
Lagunilla CR
hace 5 días

Job Summary :

The WFM Product Support Specialist has administrator responsibilities and / or support responsibilities for BCD workforce management technology and tools in use with our internal customers.

This role is responsible for :

  • Programming, maintenance and testing of all account specific workforce management technologies
  • SME for workforce management technologies
  • Incident assessment and application of required steps for resolution
  • Special projects
  • Reporting
  • Maintaining SOPs
  • Essential Duties and Responsibilities

    Programming, maintenance and testing of all sub-sites

  • Programming, administration and configuration of workforce management technologies
  • Add, update, delete users and queues as required
  • Audit, test, and document all testing for all programming
  • SME for the workforce management technologies

  • Answer management-level requests (operations and CCS) with regards to the workforce management technologies
  • Stay current on all updates, features, system maintenance and provide communication as necessary
  • Provide demos of new features and functionality to internal teams
  • Incident assessment and application of required steps for resolution

  • Research issues escalated to first level support
  • Determine root cause of workforce management technologies performance issues
  • Replicate error or situation if possible
  • Engage 2nd level support as necessary by opening cases
  • Track and document cases and issues Act as a project resource for all current and future projects involving workforce management technologies
  • Create testing plans, process maps and communications as needed for projects
  • Reporting

  • Work with internal teams to generate applicable reporting for workforce management technologies and tools
  • Review reports to ensure products working as designed
  • Monitor processes through reporting to ensure project success
  • Education / Knowledge / Experience

  • Good mode of expression in written and spoken English
  • Administration experience with workforce management technologies preferred
  • Minimum of one (1) year of WFM experience in a multi-channel call center environment
  • Spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience required
  • Knowledge of Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software
  • Social competence & teamwork
  • Some college desired with mathematical or statistical course work
  • Travel Operations

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