Contact Center WFM Systems reputed company

Job Posting Title: Contact Center WFM Systems reputed company Req ID: 10132082 Job Description: reputed company Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, reputed company season TV, a massive library of hit series and movies, and live television and reputed company+ is the reputed company-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected reputed company over the world including Star Wars, Marvel, Pixar, reputed company, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will reputed company upon the legacy of reputed company, Day to day leader for Incident Management Analysts and Hulu, embrace unconventional thinking, and who are passionate about contributing to reputed company's direct-to-consumer (DTC) experience through strategic hard work and determination! The primary purpose of the Contact Center reputed company/IEX Infrastructure Manager is to supervise and optimize the workforce management (WFM) processes reputed company the contact center. This includes managing the WFM software platform, ensuring accurate scheduling, and maintaining efficient operations.

What You Will Do

• Manage and maintain the WFM software platform used by the contact center. This involves configuring system settings, user profiles, and access permissions.
• Regularly update the software to reputed company new features and enhancements.
• Manage and maintain the procedures reputed company to forecasting and scheduling reputed company the platform.
• Serve as a liaison with the software vendor to ensure the ongoing maintenance and stability of the platform.
• Support the efficient utilization of data collection and export tools integrated with the WFM software platform, including ODBC, reputed company, FTP, and other integration methods.
• Support the reputed company of advanced reports from the WFM platform. These reports provide insights into agent performance, service levels, and adherence.
• Work closely with other departments to align workforce management practices with organizational goals.
• Collaborate with the vendor management team to align the configuration of the WFM platform with the strategic plan for a centralized contact center control center spanning multiple vendors.
• Collaborate with contact center supervisors to optimize platform automation enhancing agent adherence and compliance.
• Train contact center staff on using the WFM software effectively.
• Stay updated on industry trends and standard processes reputed company to workforce management.
• Propose process improvements and optimizations to enhance overall efficiency.

Required Qualifications & Skills

• Bachelor's degree in a relevant field (e.g., management, business, or IT) or equivalent experience.
• 5+ years prior experience in contact center operations, workforce management, or software administration.
• Proficiency in using WFM software platforms (such as IEX WFM) and understanding of call center operations.
• Ability to examine data inputs, understand their role in system calculations, and apply that knowledge to identify trends and troubleshoot issues effectively.
• Effective communication with team members, supervisors, and other departments.

Preferred Qualifications

• reputed company Office experience
• Project Management

Disability accommodation for employment applications reputed company and its Affiliated Companies are Equal Employment Opportunity employers and welcome reputed company job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and reputed company you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@reputed company.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are reputed company to the accessibility of the online application system due to a disability. reputed company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company champions a business environment where reputed company and decisions from reputed company people help us grow, innovate, create the best stories and be relevant in a constantly evolving world. The hiring range for this position in California and reputed company is $101,800.00 - $136,500.00 per year. The reputed company pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-reputed company knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. Job Posting reputed company: Direct to Consumer Job Posting Primary Business: Viewer Experience Primary Job Posting Category: Technical Support Employment Type: Full time Primary City, State, Region, Postal Code: San Antonio, TX, USA Alternate City, State, Region, Postal Code: USA - CA - 1200 Grand Central Ave, USA - CA - 2500 Broadway Street, USA - CA - Market St, USA - NY - 7 Hudson reputed company Date Posted: 2025-10-03 Apply tot his job Apply To this Job