Workforce Management Systems Specialist

• NICE software liaison responsible for troubleshooting issues and executing fixes with IT, Business partners and Vendors.
• Work with WFM Team to identify system enhancement opportunities, providing system support and training for the WFM team to increase system and process efficiencies.
• Audit WFM operational data and provide accuracy, efficiency, and productivity improvement recommendations to leadership, including senior management.
• Project management of Holiday builds, PTO requesting, and system and application upgrades and enhancements.
• Leverage data to deliver analysis, including observations, visuals, charts and graphs and translate data findings into clearly written, actionable recommendations for leadership.
• Create, Organize, Test and maintain data in applications including NICE WFM System, Excel, SQL and Power BI dashboards for historical, performance, statistical and real time reporting needs.
• Document processes, queries and data tools, data tables, data sources, and data flows.
• Work collaboratively across departments to troubleshoot and resolve reporting and data discrepancies.

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