ADMINISTRATOR, TOOLS
Role: ADMINISTRATOR, TOOLS

Duties & Responsibilities:

• Assists customers with Verint Forecasting, Scheduling, Real Time, Logistics, Quality Management and other WFM functions
• Ensure system application tools are configured and performing as designed, including campaigns, queues, skill management, hierarchies, forms and reports
• Maintain reports and audits of user profiles to track licenses following new hires, attrition and transfer movement
• Schedule, analyze and test system upgrades, patches and performance
• Maintain issue logs and track progress of system outages
• Work with internal teams to identity, test and correct system issues and escalate if necessary
• Serve as the Point of Contact when working to solve issues with the external Verint team
• Communicate with internal groups regarding system issues, potential resolutions and expected time impact
• Respond to customers concerns and needs for system maintenance or updates
• Complete and respond to any open issue items with external vendors
• Coordinate and support all process improvement initiatives that impact the system tools
• Establish and maintain documented processes while developing new procedures to enhance the user experience
• Assist with the system tool segments of the on-the-job training for new workforce management personnel
• Provide leadership, direction and training to all personnel who will use the system tool.

Educational / Professional Qualifications and Experience:

• Bachelor’s degree in technical discipline is preferred or equivalent work experience
• Minimum 2 years of work experience in Database/Workforce Management required.
• 1-year experience with Verint systems
• Good Command of Written & Spoken English Language Proficiency (for non-native English speakers)

Certifications / Advanced Studies Required:

Workforce Management Knowledge; Call Center Experience - Queueing Knowledge, Call Routing Knowledge, Reporting Knowledge
MS Office Suite proficiency

Competencies:

Problem Solving

Ability to identify problems, determine possible solutions, and actively work to resolve the issues using various problem solving tools and techniques.

Planning and Organizing Work

Ability to plan and organize work to deliver on commitments in a timely, orderly, effective and efficient manner.

Data Management

Ability to plan, develop, and manage data storage and retrieval systems by applying generally accepted data models, standards, and processes

Continuous Improvement
Ability to look continually for ways to improve existing practices to improve performance and/or gain a business advantage.

Communication

Knowledge and skill to transmit and receive information to/from individuals or groups through various channels and media, in a clear way, to understand and be understood.