Product Support Specialist - Workforce Management RTA

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Position Purpose:

The Product Support Specialist – Workforce Management is responsible for supporting all aspects of workforce management operations within the Technology Support Center. This role plays a key part in ensuring the effective balance between staffing levels and service demand by managing real-time performance, forecasting, schedule accuracy, and adherence.

The Workforce Management Specialist provides vital support to the Technology Support Center leadership team by forecasting workload, collecting and entering exception information, maintaining accurate records, creating and modifying schedules, and generating timely reports. The position actively monitors intraday performance to ensure the right number of associates are available at the right times to meet service level goals. Additionally, this role provides daily workforce capacity insights and actionable recommendations to help management make informed, data-driven decisions that support operational efficiency and service excellence.

Key Responsibilities:

• 25% Support & Enablement:
• Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed
• 40% Delivery & Execution:
• Has administrative rights; can make change to systems hardware and software
• Documents, reviews and ensures that all quality and change control standards are met
• Partners with engineering team to resolve any SCCM Software Center issues
• Maintains, upgrades and supports existing systems to ensure operational stability
• Applies diagnostic utilities to as needed to complete troubleshooting activities
• Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
• Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
• Tests fixes prior to closing tickets to ensure problems have been adequately resolved
• Obtains and maintains license keys and associated software assets
• Maintains the PCLS software server which contains manual installation packages
• Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
• Interacts and builds relationships with site leadership where applicable
• 10% Administration & Operations:
• Documents all pertinent end user identification information including nature of problem
• Records, tracks, and documents the problem-solving process for each ticket
• 25% Learning:
• Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server

Direct Manager/Direct Reports:

• Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Workforce Managment experience required.
• Call Center related metrics experience required.
• Tableau, Service Desk ticket reporting, Excel, NICE IEX, NICE RCP, Blue Pumpkin, I 360, and CentreVu experience is preferred
• 1-3 years of relevant work experience
• Practical experience in NICE Administration, NICE RCP/IEX, Microsoft Office, Excell, MS SQL, My SQL, HTML, Avaya Cloud, Tablaeu, HP Service Center
• Real time decision making
• Analytical Accuracy
• Communication & Influence
• Proficient in CRM or standard help desk ticketing systems and remote monitoring and management software
• Proficient in Microsoft Office standard applications
• Proficient in troubleshooting and diagnosing networking issues and problems with modern operating systems
• Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments
• Experience with administering antivirus software
• Experience with administering mobile devices and mobile device management systems (iPhone, Android)
• Experience with data management (backup) software and Windows Server
• Experience with DNS, DHCP, Internet infrastructure, and IP informational tools
• Experience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
• Experience contributing to and developing content for a knowledge database and team training documentation
• Experience serving as a resource for more junior team members on how to approach or complete Support Desk tasks

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique
• needs of different audiences
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions
• Decision Quality: Making good and timely decisions that keep the organization moving forward
• Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise
• Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
• Resourcefulness: Securing and deploying resources effectively and efficiently
• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations

For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: