Wfm Systems Administrator

3 weeks ago

Remote, India LanguageLine Solutions Full time

Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.

**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.-
- 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 mínimal 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 mínimal 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.

**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.


Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)

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