Workforce Management Login Administrator

Job Description

REQUIREMENTS

• 90 day+ in current position
• 6 months of call center operations or Workforce experience is a plus
• Must be detail oriented
• Willing to work extended hours and or weekends when needed
• Strong skills in handling constant change
• Work in Harmony with others
• Excellent service skills (timeliness of delivery and quality)
• Experience with Microsoft based technologies
• Willingness to face new challenges daily
• Ability to effectively communicate both verbally and written, with all levels of staff and management
• Strong organizational and time management skills
• Strong interpersonal and customer service skills
• Willingness to proactively address ideas and propose alternatives with the purpose of providing and receiving constructive feedback
• Sound reasoning ability together with strong problem solving skills
• Ability to view a computer monitor for several hours at a time
• Able to work with little to no supervision if necessary

RESPONSIBILITES

• Process and resolve helpdesk tickets through internal Teleperformance Helpdesk.
• Generate Network logins for new hire agents or update for internal transfers.
• Assigning, binding and disabling of ACD-IDs in CCMS.
• Create/assign Firecastle profiles for new hire agents or internal transfers.
• Request Client specific logins through client process within SLA.
• Maintain the tracking of Client logins in CCMS.
• Reset passwords and troubleshoot login/access issues.
• Submit roll-off requests or forms based on site attrition though client specific process within in SLA.
• Other duties as directed by supervisor.

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