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  • Posted: Nov 25, 2020
    Deadline: Not specified
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    Tek Experts provides the services of a uniquely passionate and expert workforce that takes intense pride in helping companies manage their business operations. We care about the work we do, the companies we partner with and the customers they serve. By delivering unrivaled levels of business and IT support, we make sure nothing gets in the way of our clie...
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    Workforce Management Analyst

    About the Role

    • Reporting to the WFM Manager, The WFM Analyst is responsible for all WFM tasks within the service center.
    • Key responsibilities will include attendance, capacity planning and scheduling functions, as well as preparation of performance reports (historical and future) for use in weekly meetings with internal departments and clients.

    What You’ll be Doing

    • Prepares intraday reports on staff attendance and performance in real-time.
    • Prepares capacity planning, Service Level and other performance-related analysis and share findings with management to coordinate actions needed.
    • Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting
    • Manages changes to scheduling to ensure adequate daily resource coverage, ensuring all staffing gaps are covered and communicates any challenges to operations for further updates.
    • Monitors real-time performance for each LOB, including but not limited to: Service Level, Occupancy, Schedule Adherence, Staffing Attainment, AHT and Staffing Requirements
    • Communicates with management and operations team to ensure compliance with company standards and requirements
    • Maintains running report of attendance, technical, coverage anomalies and any real-time incidents.
    • Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
    • Analyzes PTO submissions and approve/deny based on their effect on operations as per Cap Plan assumptions
    • Analyzes and submits schedule trade requests for posted schedules
    • Processes management requests for modifications of scheduling events and ensures process is being followed by the entire operation and WFM team (meetings/training, etc.).
    • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
    • Provides analytical support for special projects.
    • Communicates and works with staff members, management, Human Resources, and Accounting.
    • Performs any other related duties as required or assigned.
    • Manage, track, compile, check and report weekly and bi-weekly payroll for the entire account
    • Manage the entire process for Staff list updates, HC reports, Master Roster and align changes/updates with Global WFM in order to reflect accurate HC accuracy for the entire operation.

    What You'll Need

    • Exceptional analytical skills in a previous service center, ideally in a BPO environment
    • Proven working experience doing forecasting, scheduling and staffing analysis
    • Proven working experience and strong ability to communicate with various management levels.
    • Excellent skills in communication should be accustomed with fast and changing needs.
    • Excellent problem solving and decision-making skills.
    • Proven attention to detail.
    • Strong ability towards conflict resolution.
    • Excellent organization, time management and multi-tasking skills.
    • Strong computer skills that include proficiency in Excel (Spreadsheet modeling required.). Knowledge of other Office products including Access, PowerPoint, Word.
    • Preference will be given to candidates who have the following:
    • Proven experience working with WFM applications such as Teleopti/Calabrio, NICE IEX, Aspect, Verint or Genesys
    • Strong verbal and written communication skills.
    • Good interpersonal skills, numerical and analytical ability.
    • Knowledge of MS Office with preference on advanced excel knowledge
    • Knowledge of general scheduling practices will be an added advantage.
    • Previous experience in a back-office environment would be advantageous.

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    Technical Support Engineer - Dynamics ERP

    About the Role

    • Microsoft Dynamics ERP comprises a group of enterprise resource planning products aimed at different market segments.
    • As a customer facing support engineer your role will be to provide phone and email based technical support to corporate customers while ensuring ticket resolution and customer satisfaction. 
    • Working on the Dynamics ERP team you will be supporting customers experiencing difficulties with their relationship management system.  Supported by our quality assurance team, domain experts and training and development department, you will have a comprehensive induction and training program to ensure you deliver extraordinary customer service.

    What You’ll be Doing

    • Provide Dynamics 365 Finance and Operations support for users via phone and email.
    • Follow best practices and processes to deliver top-notch customer satisfaction
    • Field incoming problems from end-users to resolve application, hardware and Provide Dynamics 365 Finance and Operations software issues;
    • Prioritize, schedule, and administer all instances where enhancements and defect resolution are required
    • Communicate Dynamics 365 Finance and Operations application problems and issues to key stakeholders, including management, development teams, end-users, and unit leaders;
    • Ensure all IT and Dynamics 365 Finance and Operations support requests are dealt with in an efficient and timely manner;
    • Accurately maintain logs and documentation related to Service Requests gotten from customers.
    • Participate in the Dynamics 365 Finance and Operations applications training programs and individual classes;
    • Assist in creating end-user documentation, instructions, procedures, and processes
    • All other duties as assigned

    What You'll Need

    • 1-2 years’ experience in technical or customer support
    • Experience with Accounting processes (optional)
    • Knowledge of  SQL Server, Active Directory & Virtual Machine (desirable)
    • Strong researching, problem-solving and troubleshooting skills
    • Adaptability to work independently and part of a team bringing in experts when needed
    • Excellent customer service skills
    • Passion for technology and learning
    • Some exposure with Microsoft technologies.

    go to method of application »

    Technical Trainer

    About the Role

    • You will be responsible for identifying and developing key Microsoft technical training courses for our teams, as well as the primary facilitator through instructor-led learning (ILT) or online (e-learning).
    • You will be responsible for developing a wide variety of job skills, and technical training courses as needed to build the technical competency of the Tek-Experts Technical Support Engineers.
    • Supporting the operations teams, you will monitor the usage of the tools and evaluation of the learning in the success of the teams.

    What you’ll be doing

    • Understand training program goals and how they impact the Support Engineers development
    • Deliver highly engaging classroom technical training to classes of 20-25 employees.
    • Co-deliver multi-week enterprise training programs that prepare employees to perform on the job.
    • Use a variety of advanced teaching methods that are proven to develop knowledge and skill through interaction and classroom practice.
    • Facilitate blended learning, live virtual, simulations, and role plays to develop skills.
    • Apply knowledge of instructional design and performance development to recommend changes that will improve program results.
    • Work with a team of course designers and technical experts to develop course materials.
    • Work closely with technical experts and business managers to review content and ensure completeness and accuracy.
    • Collect data from class activities. Evaluate progress of individuals and take actions as appropriate to coach performance of the employees.
    • Communicate progress and results of training to managers, coaches, and team leads.
    • Organize items required for classes including materials, system access, facilities, and equipment.
    • Observe employees on the job to gain a deep understanding of good performance. Use knowledge to develop course materials that simulate the job in the classroom.
    • Continuously build your knowledge of customers, product, systems, and processes in order to quickly learn new course materials.

    What you'll need

    • At least 2 years’ experience delivering technical training.
    • At least 1 years’ experience training  Microsoft products.
    • Previous instructional design experience is considered an advantage

    Method of Application

    Use the link(s) below to apply on company website.

     

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Average Salary at Tek Experts
₦ 130K from 20 employees
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