WFM System Administrator
We're looking for a WFM Senior System Administrator Tier-3 with hands-on experience in Aspect WFO and workforce management systems. You'll provide advanced technical support, maintain system stability and data accuracy, troubleshoot complex issues, and optimize workforce management processes for a global organization.
Key Responsibilities
Provide Tier-3 technical support for Aspect WFO and workforce management systems.
Troubleshoot complex system issues, user concerns, data discrepancies, and software-related problems.
Maintain data integrity and accuracy across scheduling systems, feeds, mappings, adherence, skilling, and organizational and campaign setups.
Conduct regular system audits and implement enhancements to improve data quality and operational efficiency.
Administer user access rights and coordinate with IT teams and software vendors to resolve issues.
Serve as the primary point of contact for system outages, including incident escalation, root cause analysis, and incident reporting.
Develop and maintain system documentation, outage procedures, and escalation processes.
Provide training and technical guidance to WFM teams, including Real-Time Analysts (RTAs), planners, and Operations staff.
Support system improvements and optimize global workforce management processes.
Qualifications
At least 2 years of experience administering the Aspect WFO system.
Strong understanding of workforce management solutions and scheduling systems.
Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent work experience.
Advanced troubleshooting skills and a strong technical aptitude for understanding software processes and system integrations.
Experience with system administration, data validation, system audits, incident management, and root cause analysis.
Advanced MS Excel skills, including macros, scripting, and commands.
Strong analytical, documentation, communication, and problem-solving skills.
Ability to explain technical issues and workforce planning concepts to both technical teams and nontechnical stakeholders.
Strong organizational, time management, and prioritization skills, with the ability to manage tasks independently from start to finish.
Work Setup
Onsite: Cyberpark, Cubao
Shift: Night Shift
Must be willing to support a 24x7 global environment.
Employer questions
- What's your expected monthly basic salary?
- Which of the following types of qualifications do you have?
- Do you have experience using Microsoft Excel Macros?
- Which of the following workforce management systems do you have experience using?
Company profile
Solutions for Global Business Needs
Delivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions.
Headquartered in Washington, DC. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 7000+ customer service professionals. The recipient of several client and community awards such as the Goodwill Industries Employer of the Year, IBEX Global is one of the most forward thinking companies in the BPO industry.
Capitalizing on Our Core Strengths
Our singular focus is providing reliable, consistent, predictable performance. Our outstanding employees manage worldwide customer relationships on behalf of our business partners and deliver these customer experiences with a combination of passion, world class training and leading-edge technology. We stand by core organizational values that have helped us deliver our value proposition to global companies for over 10 years.
At IBEX Global our mission is to build the industry’s most dynamic team of customer service and marketing associates and deliver cost-effective, high-impact customer management strategies to the world’s leading organizations.
We believe that we will successfully execute our mission by capitalizing on our core strengths and adhering to key organizational initiatives:
INTEGRITY
Our integrity ensures our credibility. Honor your commitments and take ownership of your actions. Our words and deeds are truthful and reliable.
RESPECT
Treat others the way we want to be treated and create a culture of mutual appreciation, regard and value. Act towards others with dignity and help one another succeed.
TRANSPARENCY
Clear, candid and open communication must drive all interactions. Transparency makes our actions understood, creates reliability and fosters collaboration. We maintain and encourage straightforward dialogue with our employees, clients and stakeholders.
EXCELLENCE
Strive for excellence in all that we do. Take great pride in your work as each employee’s contribution is vital towards delivering exceptional customer service to our clients. Provide this extraordinary experience and reward superior performance.
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