Gusto · 3 days ago

WFM Administrator

LV Metro Area

Full-time

Remote

Mid, Senior Level

$105K/yr - $129K/yr

5+ years exp

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Bookkeeping and PayrollEmployee Benefits

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Responsibilities

Coordination of technology issues and reporting improvements

Primary ownership of strategy/program management for IVR as it ties into WFM tools/Scheduling Tool and collaborator for development and usage of workload delivering tools

Monitoring IVR use and making recommendations to improve customer and agent experience

Handle reporting requests from the management team including requirements gathering, resolving expected impact, prioritization, process/report development and ensures consistency and relevancy

Prioritization of new functionality and enhancements and deprecating old or unused product functionality

Improving and maintaining routing strategies/in-queue messaging and new media channels [incl. new modalities]

Training on Scheduling tool as well as quality audits

Off hours support for high-severity issues as needed

Other duties and responsibilities as assigned

Stay current on internal policies and procedures

Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests

Respond to management requests to produce “what if” scenarios

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce ManagementWorkforce Optimization SoftwareData AnalysisNICE IEXNICE CXOneSalesforceThird Party Vendor ManagementGlobal Environment ExperienceHigh UrgencyRemote Team Leadership

Required

5 years relevant Workforce Management experience working in a contact center environment

Prior experience with workforce optimization software

Experience working in a global environment

Experience leading remote team

Experience working with third party vendors

Strong data analysis experience capturing, storing and reporting historical statistics

Shown NICE IEX, NICE CXOne, and Saleforce knowledge

Strong analytical skills and prioritization skills, as well as a well-developed sense of urgency and follow-through; ability to handle multiple projects under pressure

Excellent written and oral communication skills that can be demonstrated through the use of email, chat and all other forms of media channels

High-caliber interpersonal skills, presentation/facilitation skills and ability to work productively with all levels in an organization while maintaining a positive demeanor

Optimistic leadership: you are passionate about making magic for our community. You realize the vital role that staffing plays in appropriately cultivating positive experiences with our customers, allowing for positive support experiences every time, all the time