Position Purpose:

The Product Support Specialist – Workforce Management is responsible for supporting all aspects of workforce management operations within the Technology Support Center. This role plays a key part in ensuring the effective balance between staffing levels and service demand by managing real-time performance, forecasting, schedule accuracy, and adherence.

The Workforce Management Specialist provides vital support to the Technology Support Center leadership team by forecasting workload, collecting and entering exception information, maintaining accurate records, creating and modifying schedules, and generating timely reports. The position actively monitors intraday performance to ensure the right number of associates are available at the right times to meet service level goals. Additionally, this role provides daily workforce capacity insights and actionable recommendations to help management make informed, data-driven decisions that support operational efficiency and service excellence.

Key Responsibilities:

25% Support & Enablement:Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed40% Delivery & Execution:Has administrative rights; can make change to systems hardware and softwareDocuments, reviews and ensures that all quality and change control standards are metPartners with engineering team to resolve any SCCM Software Center issuesMaintains, upgrades and supports existing systems to ensure operational stabilityApplies diagnostic utilities to as needed to complete troubleshooting activitiesIdentifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirementsAccesses software updates, drivers, and knowledge bases as needed to achieve problem resolutionTests fixes prior to closing tickets to ensure problems have been adequately resolvedObtains and maintains license keys and associated software assetsMaintains the PCLS software server which contains manual installation packagesNegotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendorsInteracts and builds relationships with site leadership where applicable10% Administration & Operations:Documents all pertinent end user identification information including nature of problemRecords, tracks, and documents the problem-solving process for each ticket25% Learning:Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server

Direct Manager/Direct Reports:

Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

Travel Requirements:

Typically requires overnight travel less than 10% of the time.

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

Must be eighteen years of age or older.Must be legally permitted to work in the United States.

Preferred Qualifications:

Workforce Managment experience required.Call Center related metrics experience required.Tableau, Service Desk ticket reporting, Excel, NICE IEX, NICE RCP, Blue Pumpkin, I 360, and CentreVu experience is preferred1-3 years of relevant work experiencePractical experience in NICE Administration, NICE RCP/IEX, Microsoft Office, Excell, MS SQL, My SQL, HTML, Avaya Cloud, Tablaeu, HP Service CenterReal time decision makingAnalytical AccuracyCommunication & InfluenceProficient in CRM or standard help desk ticketing systems and remote monitoring and management softwareProficient in Microsoft Office standard applicationsProficient in troubleshooting and diagnosing networking issues and problems with modern operating systemsProficient in troubleshooting and diagnosing in virtualized and cloud-based environmentsExperience with administering antivirus softwareExperience with administering mobile devices and mobile device management systems (iPhone, Android)Experience with data management (backup) software and Windows ServerExperience with DNS, DHCP, Internet infrastructure, and IP informational toolsExperience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix ServersExperience contributing to and developing content for a knowledge database and team training documentationExperience serving as a resource for more junior team members on how to approach or complete Support Desk tasks

Minimum Education:

The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

No additional education

Minimum Years of Work Experience:

1

Preferred Years of Work Experience:

No additional years of experience

Minimum Leadership Experience:

None

Preferred Leadership Experience:

None

Certifications:

None

Competencies:

Being Resilient: Rebounding from setbacks and adversity when facing difficult situationsCollaborates: Building partnerships and working collaboratively with others to meet shared objectivesCommunicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the uniqueneeds of different audiencesCustomer Focus: Building strong customer relationships and delivering customer-centric solutionsDecision Quality: Making good and timely decisions that keep the organization moving forwardInterpersonal Savvy: Relating openly and comfortably with diverse groups of peopleManages Conflict: Handling conflict situations effectively, with a minimum of noiseNimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodderResourcefulness: Securing and deploying resources effectively and efficientlySituational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations