Workforce Management System Administrator- Remote

Job Description

Job Summary... Responsible for in-depth use of the Workforce Management System functionality to aid in the overall improvement of efficiency within our contact center teams. Position is responsible for maintaining WFM Software, administer the system database and provide a point of contact between Walgreens and Vendor. Job Responsibilities ? Contributes and takes responsibility for planning and execution across all supported lines of businesses and channels with the ability to identify and effectively communicate near-term trends and plans to internal and external customers with the goal of balancing cost vs service. ? Conducts analysis of call center management information and operational challenges, including but not limited to WFM Optimization Software and databases, and understanding of interaction routing. ? Responsible for the creation of Line of Business Models in Optimization Software. Partners with vendors and IT department for troubleshooting of system issues. Ability to partner across WFM functional areas to understand, develop, maintain, and optimize solutions and ensure changes are properly captured in all WFM aspects. ? Participates in process improvements in order to eliminate manual processes and focus on consistent quality and efficiency. ? Participates in meetings where appropriate with Sr. Leadership, Clients (Finance/Business Partners) and Operations to ensure accurate lever assumptions are captured, and/or to review short-term strategies across platforms. ? Point of Contact for related workforce technology resources, routing, forecasting, scheduling and/or Intra-day activities and requests. ? Utilizes workforce management software and all other Contact management tools. Maintains databases that support of supplement WFM operational needs to ensure optimum productivity. Keeps abreast of emerging contact center management technologies and operating practices. ? Works directly with Call Center management to ensure goals are met through intra-day management of shifts, skills, and changes to plan. Acts as tier 1 triage for most contact center related technologies. Provides access point for problem escalation and reports to tier 2, follow-up, and ensures resolution for issues. ? Escalates any service level impacting challenges to appropriate parties upon learning of the issue and participate in and communicate resolution strategy. ? Participates in project meetings. ? Provides timely and accurate system issue related updates that impact agent or system performance. About Walgreens and WBA : Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170 year heritage of caring for communities. WBA's purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation's medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high quality products and services in communities nationwide. The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits. "An Equal Opportunity Employer, including disability/veterans". External Basic Qualifications ? Bachelor's degree and experience in workforce administration or relevant experience or High School Diploma/GED and at least 3 years of experience in workforce administration or relevant experience. ? Experience communicating both verbally (on phone, one-on-one) and in writing (emails) to various audiences. ? Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction. ? Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions. ? Intermediate level skill in Microsoft Suite (MS Word, MS Excel and MS Powerpoint Apply Job!