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WFM Capacity Analyst

in Pasig, Metro Manila

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Job Description Job Attributes+

  • Job ID


  • Req ID


  • Job Type

    Full Time

  • Job Location

    Pasig, Metro Manila

Position Overview

Workforce Management (WFM) IEX Systems Administrator is responsible for maintaining our WFM back end/front end systems and tools, standing up, and managing the IEX WFM process across multiple teams. The scope also includes providing SME expertise on the tool as needed. This role requires excellent troubleshooting and problem-solving skills, and the ability to succeed in a fast-paced, technical, and user experience environment. This role is responsible for the ongoing support, user training, and maintenance of our Workforce Management systems and tools (IEX) and Nice InContact.

Duties and Responsibilities
  • Responsible for the ongoing support, user training and maintenance of our Workforce Management systems and tools
  • Troubleshooting any issues with or enhancements to WFM Systems and coordinating with the applicable parties to ensure the proper resolutions are met in a timely manner.
  • Ensures the accuracy and timeliness of all data flowing to and from WFM systems.
  • Respond to reported issues, requests & inquiries of a problematic technical or functional nature and suggest or deploy fixes and enhancements.
  • Setup user access to systems and/or services
  • Creates and updates profiles, and permissions, and maintains user accounts.
  • Participate in cross-functional activities such as requirements gathering, review, and user acceptance testing.
  • Works with internal IT support teams and vendor technical support, as needed.
  • 3+ years of experience supporting Contact Center operations
  • 3+ years of experience with systems administration of WFM software (NICE IEX)
  • Excellent oral and written skills
Physical Requirements
  • Project management experience
  • Experience with advanced use of Excel and using statistical analysis applications, i.e. SQL.
Company Overview

We encourage our people to “expect greater”, reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

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