WFM Systems Expert at Global Payments

Quezon City, Metro Manila, Philippines

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial Services, Contact CenterIndustries

Requirements

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

Responsibilities

Expertly configure and maintain WFM modules for forecasting, scheduling, realtime adherence, and intraday management for Contact Center, ensuring tight integration with ACD or omnichannel platform
Configure and manage WFM features for Back Office task management, including task arrival, AHT/MTC tracking, prioritization rules, and workflow routing
Design and manage security profiles, user permissions, and user interfaces tailored to departmental needs (e.g., realtime dashboards for contact center supervisors, task queues for back office managers)
Lead configuration and ongoing maintenance of WFM system, including forecasting models, scheduling rules, user profiles, security roles, and time-off request modules
Design and develop custom reports and dashboards using WFM reporting tools or BI platform for unified insights
Manage and test system upgrades, patches, and version upgrades with minimal disruption to operations
Design, build, and support interfaces between WFM system and HRIS/Payroll, ACD/Telephony, and Back Office Workflow/BPM platforms
Develop system safeguards, conduct regular audits for data synchronization and integrity, especially for payroll and reporting
Act as Tier 2/3 technical support for WFM issues, troubleshoot data discrepancies, errors, and performance issues, and manage escalations to vendor
Develop and implement strategies to monitor data quality, auditing inputs and outputs for accuracy
Collaborate with WFM Analysts and Operations leaders to leverage advanced features for improved forecasting and scheduling
Lead projects for deploying new WFM modules or integrating new business units
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