Workforce Management Login Administrator

About the role

This position supports the WFM department with daily Login Identification administration, updating and maintaining client-specific hierarchies, troubleshooting ID issues, and submitting terminations by following client-specific processes for roll-offs in a timely manner.

Responsibilities

• Process and resolve helpdesk tickets through internal Teleperformance Helpdesk.
• Generate Network logins for new hire agents or update for internal transfers.
• Assign, bind, and disable ACD-IDs in CCMS.
• Create/assign Firecastle profiles for new hire agents or internal transfers.
• Request Client-specific logins through client process within SLA.
• Maintain the 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 process within SLA.
• Other duties as directed by supervisor.

Qualifications

• 90 days+ in current position.
• 6 months of call center operations or Workforce experience is a plus.
• Must be detail-oriented.
• Willing to work extended hours and/or weekends when needed.
• Strong skills in handling constant change.
• Work in harmony with others.
• Excellent service skills (timeliness of delivery and quality).
• Experience with Microsoft-based technologies.
• Willingness to face new challenges daily.
• Ability to effectively communicate 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 with the purpose of providing and receiving constructive feedback.
• Sound reasoning ability together with strong problem-solving skills.
• Ability to view a computer monitor for several hours at a time.
• Able to work with little to no supervision if necessary.

Purpose

This position is 100% work at home.

Benefits

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental. We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible. We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. Equal Opportunity Employer TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Application

To apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.