WFM Systems Expert

The WFM Systems Expert is a critical role responsible for the implementation, configuration, maintenance, and optimization of the organization's WFM system and related integrations. This role serves as the technical Subject Matter Expert (SME) for the Workforce Management (WFM) platform, ensuring its optimal configuration and performance across both the high-velocity Contact Center and the Task/Workflow-driven Back Office operations. The expert will drive system efficiency, data integrity, and support the broader WFM team in leveraging the system's full capabilities.

• Contact Center Focus: Expertly configure and maintain WFM modules for forecasting, scheduling, realtime adherence, and intraday management, ensuring tight integration with the Automatic Call Distribution (ACD) or omnichannel platform.
• Back Office Focus: Configure and manage WFM features specific to task management, including task arrival, handle time/Minutes to Complete (AHT/MTC) tracking, prioritization rules, and workflow routing to optimize service time for non-contact work.
• Design and manage security profiles, user permissions, and user interfaces tailored to the distinct needs of each department (e.g. realtime dashboards for contact center supervisors, task queues for back office managers).
• Lead the configuration and ongoing maintenance of the WFM system, including forecasting models, scheduling rules, user profiles, security roles, and time-off request modules.
• Design and develop custom reports and dashboards (utilizing the WFM system's reporting tools or a separate BI platform) to provide unified, granular, and actionable insights for both operations.
• Manage and test system upgrades, patches, and version upgrades, ensuring minimal disruption to 24/7 contact center operations and back office task flow.
• Design, build, and support the critical interfaces between the WFM system and various source systems: HRIS/Payroll, ACD/Telephony, and the Back Office Workflow/BPM platform.
• Develop system safeguards and conduct regular audits to ensure data synchronization and integrity, particularly for payroll processing and accurate reporting of time, tasks, and adherence across both teams.
• Act as the Tier 2/3 technical support for all WFM system issues, escalating to vendor support when necessary, and managing the resolution process.
• Troubleshoot data discrepancies, system errors, and performance issues related to timekeeping, scheduling, and reporting.
• Develop and implement strategies to monitor data quality within the WFM system, auditing inputs and outputs to ensure accuracy, especially concerning payroll.
• Collaborate with WFM Analysts and Operations leaders to identify opportunities to leverage advanced WFM features to improve forecasting accuracy and scheduling efficiency.
• Lead projects for the deployment of new WFM modules or the integration of new business units into the existing WFM structure.
• Create and maintain comprehensive system documentation, technical specifications, and training materials.
• Conduct training sessions for WFM end-users, analysts, and managers on system functionality and best practices.

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent practical experience.

• 5+ years of experience working directly with a major WFM platform (e.g, Genesys, AWS, Verint, Talkdesk, NICE).

• 5+ years of experience in system implementation, configuration, and technical support.
• Proven experience in designing and managing system integrations (e.g. API, flat-file transfers).

• Technical Skills:

• Expert-level proficiency in WFM system configuration and maintenance.

• Strong understanding of database structures and SQL for data extraction and reporting.
• Proficiency in data analysis and visualization tools.
• Familiarity with contact center or operational metrics (e.g. Service Level, AHT, Occupancy, Shrinkage) if applicable.

• Soft Skills:

• Excellent analytical, problem-solving, and critical thinking skills.

• Strong project management skills, with the ability to manage multiple priorities and deadlines.
• Exceptional written and verbal communication skills, able to explain complex technical concepts to non-technical stakeholders.
• Open to work in the morning, mid and graveyard shifting schedules.

At Global Payments Process Centre, Inc., we are committed to providing our employees with a rewarding and fulfilling work experience. Some of the key benefits you can expect include:

1. Competitive salary
2. Comprehensive health and wellness package
3. Paid time off and leave credits
4. Opportunities for career advancement and professional development
5. Collaborative and supportive work environment