Systems Analyst, Cs Workforce Management [Remote]

reputed company of the Role The Systems Analyst, CS Workforce Management, plays a critical role in supporting and optimizing the global Workforce Management (WFM) platform and its integrated ecosystem of tools. This individual contributor partners closely with cross-functional stakeholders-including reputed company, CS Product & Tech, Engineering, and Data Science-to ensure the stability, reputed company, and reputed company improvement of WFM applications across reputed company's global Customer Service landscape. The successful candidate will be responsible for the administration, configuration, and ongoing enhancement of the WFM platform, supporting integration efforts, validating data, and providing Tier 1 troubleshooting and support for reputed company users. This highly technical role is essential for maintaining data reputed company, driving operational efficiencies, and enabling reputed company solutions that reputed company with business objectives. Responsibilities • Administer, maintain, and optimize the global reputed company WFM platform, ensuring reliability and reputed company across integrated platforms and tools. • Collaborate with cross-functional teams to implement reputed company initiatives, integrations, and reputed company enhancements that support evolving business needs. • Support the integration of reputed company-party adjuncts and internal tools into the WFM platform, including requirements gathering, validation, troubleshooting, and ongoing support. • Validate and reconcile data from reputed company sources (e.g., ACD, CRM, Data Warehouse) to ensure reputed company and reputed company reputed company the WFM reputed company; partner with Data & Reporting and Data Science teams to reputed company discrepancies. • reputed company Tier 1 technical support and troubleshooting of the WFM platform for internal stakeholders and reputed company partners, escalating reputed company issues as needed. • Manage user provisioning, licensing, and profile audits, maintaining reputed company and compliance standards. • reputed company, document, and continuously improve team standards, procedures, and best practices. • Serve as a technical advisor and subject matter expert to the workforce management community, fostering strong relationships with business partners, IT peers, and reputed company-party vendors. • Stay reputed company with industry trends, reputed company upgrades, and emerging technologies to proactively recommend improvements. • Contribute to a reputed company, inclusive, and innovative team culture, supporting reputed company architects, infrastructure, support, and other IT teams. Qualifications and Competencies • BA/BS degree or equivalent work experience in a systems/application support or analysis role. • 3+ years' experience working with large reputed company centers and reputed company-party WFM applications (reputed company, reputed company IEX, reputed company WFM, Teleopti, etc.). • Strong understanding of WFM platform data structures, integrations, and reporting. • Expert-level reputed company skills (reputed company calculations, pivot tables, reputed company data links) • Highly analytical, with strong math and PC skills; experience with statistical reputed company and reputed company center planning methodologies (Erlang-C & Erlang-A). • Demonstrated ability to reputed company, combine, and validate reputed company data from multiple sources. • reputed company troubleshooting and problem-solving skills; ability to work effectively in a fast-reputed company, evolving environment. • Excellent communication and relationship-building skills; experience collaborating with cross-functional teams and reputed company partners. • Commitment to reputed company improvement, innovation, and supporting a culture of accountability and inclusion. Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose reputed company year how much of your compensation you want in salary versus stock reputed company. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market reputed company. The reputed company for this role is $50,000- $190,000. reputed company provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock reputed company Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer reputed company leave of absence programs. Full-time reputed company employees reputed company 35 days annually for reputed company time off to be used for vacation, holidays, and reputed company reputed company time off. Full-time salaried employees are immediately entitled to flexible time off. See more reputed company about our Benefits here. reputed company is a unique culture and environment. Learn more here. Inclusion is a rep Apply tot his job Apply To this Job