Job Description:
• Support the WFM department with daily Login Identification administration
• Update and maintain client-specific hierarchies
• Troubleshoot ID issues
• Submit terminations by following client-specific roll-off processes in a timely manner
• Process and resolve helpdesk tickets through the internal Teleperformance Helpdesk
• Generate network logins for new-hire agents and internal transfers
• Assign, bind, and disable ACD-IDs in CCMS
• Create and assign Firecastle profiles for new-hire agents and internal transfers
• Request client-specific logins through client processes within SLA
• Maintain tracking of client logins in CCMS
• Reset passwords and troubleshoot login/access issues
• Submit roll-off requests or forms based on site attrition through client-specific processes within SLA
• Perform other duties as directed by the supervisor
Requirements:
• 90 day + in current position
• 6 months of call center operations or Workforce experience is a plus
• Detail-oriented
• Willingness to work extended hours and/or weekends when needed
• Strong skills in handling constant change
• Ability to work in harmony with others
• Excellent service skills, including timeliness of delivery and quality
• Experience with Microsoft-based technologies
• Willingness to face new challenges daily
• Ability to communicate effectively verbally and in writing with all levels of staff and management
• Strong organizational and time management skills
• Strong interpersonal and customer service skills
• Willingness to proactively address ideas and propose alternatives for constructive feedback
• Sound reasoning and strong problem-solving skills
• Ability to view a computer monitor for several hours at a time
• Ability to work with little to no supervision when necessary
Benefits:
• Comprehensive health benefits, which may include medical, vision, and dental
• Employment Assistance Programs
• Health and personal time off (HPT)
• Leave programs as eligible
• Competitive 401(K) plans
• Life insurance
• Supplemental medical coverage
• Critical care insurance
• Pet insurance
• FSA plans
• Retailer discounts
• Career advancement opportunities
• Inclusive and diverse workplace culture
• Support for active-duty service members, veterans, and military families
• Reasonable accommodation during the application process