WFM Intraday Technical Analyst in Tampa, FL at APEX Systems

Date Posted: 7/9/2018

Job Snapshot

Job Description

Job #:  865226

Apex Systems has a Technical Workforce Analyst position available.  All details are below.

 

Position: WFM Intraday Technical Analyst (workforce management)

Length: Direct Hire

Address: Tampa FL

 

• WFM Intraday Technical Analyst is responsible for providing a timely response to all incidents, outages and performance alerts within the contact center.
• Support enterprise technology teams in 24 x 7 environment operational environments with high uptime requirements. Varied shift schedules may include day or evening hours

• Update all routing changes based on business requirements

• Responsible for contact center hours of operation updates and maintenance

• Act as Workforce Management main point of contact for the Insurance Operations departments, Underwriting department and triage end user problems, coordinate development requests, report requests, fixes to schedules, etc.

• Attend and facilitate weekly mtgs. for support and ticket issues and bi-weekly mtgs. for Voice Governance with Enterprise Technology resources and other NYL business partners

• Thorough understanding of Workforce Management processes and KPI's

• Ability to manage and implement solutions in major critical outages impacting customers

• Ability to identify and escalate any potential issues per defined process and escalate immediately to management

• Strong analysis and troubleshooting skills with a focus on telephony, WFM, system functionality, and business processes

 

Technologies:

  • Verint WFM
  • Thorough knowledge of Service-Now Helpdesk
  • Cisco Unified Communications Manager
  • AT&T Route IT
  • Ability to act as subject matter expert (SME) on AT&T Routing, IVR functionality, SSC CSR Applications, CUCM

 

 

 

 

 

 

 

 

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystemsinc.com or 844-463-6178.