WFM Systems Administrator

2 weeks ago

India LanguageLine Solutions Full time

Job Description

Position Title: Workforce Management Systems Administrator

Reports to: Manager, Workforce Management Systems

Department: Workforce Management

Work Location: US (Remote), Costa Rica (Remote), and Global (Remote)

Status: Full-Time

Position Summary

We are introducing the role of a Workforce Management (WFM) Systems Administrator to optimize our workforce strategies and scheduling capabilities. The WFM Systems Administrator will assist in the management, maintenance, and operational support of our WFM technology, including our scheduling software. This role offers the opportunity for growth in IT and WFM areas, working closely with the WFM Systems Manager and other key departments.

Key Responsibilities

Be in continuous dialogue with IT to align technical and operational needs, ensuring seamless support and functionality of the WFM systems. Act as a secondary contact for resolving system inquiries and issues, leveraging platforms such as email, Teams, and Slack to provide swift, comprehensive support. Assist in managing and resolving tickets related to the WFM systems, including helping with vendor communication and troubleshooting. Coordinate and facilitate system updates and upgrades, ensuring smooth execution and minimal operational disruption, occasionally working outside standard hours. Ensure data integrity within the WFM systems, primarily through user management in compliance with internal policies. Empower our teams by providing education and training on the intricacies of routing, skills, and proficiency settings within the WFM systems. Investigate both internal and external (client-related) issues that impact WFM operations, contributing to problem-solving and solution implementation. Monitor system performance, ensuring optimal operation and effective management of data feeds. Support change management initiatives, ensuring system or process changes are executed smoothly and efficiently with minimal operational impact. Travel occasionally to industry conferences and workshops, either with or in place of the WFM Systems Manager, to stay at the forefront of technology, trends, and best practices. Support LLS' Quality Management System (QMS) to continually improve the Division's processes, procedures, and services; and thereby increase efficiency, productivity, effectiveness, and customer satisfaction.

The minimum and maximum full-time hourly pay range for this role is listed below. Please note that this hourly rate information is solely for candidates hired to perform work within one of these locations. Experience and education refers to LanguageLine Solutions' current hourly range for this position. US (Remote) hourly pay range is 33.00 USD USD.

Candidates hired to work in US (Remote) will be subject to the pay rate associated with the location, and the actual hourly rate amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

Qualifications

Bachelor's degree in IT, computer science, or a related field, with an interest in WFM systems, especially scheduling software. Analytical thinker with proven problem-solving capabilities, adept at juggling multiple priorities and meeting deadlines. Effective communicator, capable of distilling complex technical concepts into understandable terms for diverse audiences. Experience with IT ticketing systems, database management, and fundamental system maintenance practices. Flexibility to work unconventional hours as needed for system updates or maintenance, as well as a willingness to travel for continuous learning and system improvement.

Why Join Us?

In the Workforce Management Department at LanguageLine Solutions, you'll join a team that's as dedicated to excellence as you are. We value flexibility, encouraging remote work as we believe in balancing ambition with well-being. Here, your work has a direct impact, influencing our operational agility and the quality of service we provide.

Ready to optimize workforce management through technology and collaboration? Apply now and be the force that drives us forward.

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