Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Job Summary
Key contributor in the comprehensive delivery of high-quality support to end users on Kronos Timekeeping.Developing user/client requirements and documenting business and technical implementation plan.Developing program specifications for system components.Developing system interfaces using Kronos utilities.Providing security and user maintenance functions.Providing management and users with ongoing project status and issues resolution.Test and review the quality of developed programs.Test and review the quality of overall system.Assure quality and integrity of final production implementation – compliance with committed function, dates, data integrity, and performance.
Duties and Responsibilities
Responsible for developing, testing, debugging and managing Kronos applicationUse of knowledge and experience to resolve difficult problems submitted by end-usersParticipates in design and implementation of complex projects while ensuring adherence to the compliance and security guideline of the organizationEnsure suitable Disaster Recovery plans are created and maintainedSupporting migration of new sites and countries to the Global Kronos instanceCollaborates with external teams and stakeholders to coordinate deliverables.Writes testable, performant code with unit tests and documents the features and approachesProvide direction to and review work of team members around configuration and interfaces
Qualifications - Experience
Experience Target: At least 5 years of experience.Kronos/UKG Time and Attendance, Absence, and AttestationExperience managing on-premise Timekeeping solutionsExcellent analytical and problem-solving skillsBusiness Analytics, and project planning and deployment experienceKnowledge of UKG Workforce Integration Manager (WIM) and Workforce Setup Data Manager(SDM).Expert in UKG Time and Attendance; experience using Oracle and/or Microsoft SQL Server
The Network Engineer’s role is to ensure the stable operation of the computer networks. The scope includes planning, installing, configuring, maintaining, supporting, and optimizing all network hardware, software, and communication links.
Responsible for network device configuration, troubleshooting and management.Configuration, security, resource monitoring and reporting, development of specialized programs.Coordinates hardware/software issues with others in IT or vendorsOversee installation, configuration, maintenance, and troubleshooting of network devices hardware and softwarePerforms other related duties as assigned
The Network Engineer’s role is to ensure the stable operation of the computer networks. The scope includes planning, installing, configuring, maintaining, supporting, and optimizing all network hardware, software, and communication links.
Network Design: Design and implement network solutions based on business requirements, ensuring scalability, reliability, and security. Network Implementation: Deploy and configure network devices such as routers, switches, firewalls, and load balancers. Install and troubleshoot network cabling and connectivity. Network Protocols and Technologies: Expertise in TCP/IP, VLANs, OSPF, BGP, MPLS, VPN, DNS, DHCP, and other relevant network protocols and technologies. Network Security: Implement and enforce network security measures, including firewalls, access control lists (ACLs), intrusion detection/prevention systems (IDS/IPS), and VPNs. Perform regular security audits and vulnerability assessments. Network Monitoring and Troubleshooting: Monitor network performance, identify and resolve network issues, and perform root cause analysis. Utilize network monitoring tools and implement proactive measures to ensure high availability and performance. Documentation and Reporting: Create and maintain network documentation, including network diagrams, configurations, and standard operating procedures. Generate reports on network performance, capacity, and security. Project Management: Participate in project planning and coordination. Collaborate with cross-functional teams to ensure successful network deployments within defined timelines and budgets.
Our Ideal Candidate:Must have at least 3-5 years of networking experienceMust have hands on experience in configuring Cisco devices: Routers, Switches and FirewallsIn-depth knowledge in routing protocols: EIGRP, OSPF and BGP/MP-BGPKnowledge with firewall configuration but not limited to IPSec, GRE, VTI and SSLVPNPreferred – BS or BA in Computer Science or related field preferred Basic planning design and practices- Strong knowledge in Layer 2 and Layer 3 Technologies and Protocols: VLANs, Etherchannel, STP, PVSTP+, RSTP, MST, 802.1xKnowledgeable in WirelessAbility to work well with people from many different disciplines and varying degrees of technical experience preferred.CCNP (Cisco certification Network Professional) CCNA (Cisco certified Network Associate)Problem managementTroubleshootingDevelopment
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Job Summary
Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations. Responsible for managing direct reports monthly, quarterly and annual performance discussion and appraisal. Ensures that workforce processes are adhered to. Handles second level of escalation; setup invite to engage operations and workforce discussions. Internal and external client facing. Provide direction and guidance to the Forecasting team to ensure accurate and timely delivery of Forecast files to the Operations teams. Long-range forecasts (hiring requirements). Maintain planned Vs actual forecast details for review with Leadership. Responsible for managing direct reports monthly, quarterly and annual performance discussion and appraisal Manage daily workload issues, basis to resolve problems/issues, assess forecasts, and maximize efficiencies. Work with remote Foundever sites, including outsource partners, in a centralized WFM environment Attend and deal with real time escalations from operations and clients Schedule weekly coaching sessions with direct reports Schedule weekly 1x1 with operations for supported accounts Provides direction and guidance to the forecast and scheduling team to ensure accurate and timely delivery of forecast, staffing plan files and weekly schedules to operations Ensures scheduling processes and procedures are in place and followed by the account/site. Has authority to hire and terminate staff members of scheduling and real time analyst team. Monitor, evaluate and assess unit productivity on a daily basis.
Duties and Responsibilities
Client engagement and escalation management. Ensures that WFM KPIs are met and come up with mitigation plan for any seen risks. Supervise assigned team to meet or exceed established goals. Manage the workload of the team and the resources required to meet all deadlines. (Hiring, Time Off Requests, Review of staff requirements, etc) Capacity planning – Monthly capacity report, evaluation of needs and overages, dissemination of information to Workforce leadership team Manage seat capacity of accounts/sites
Conducts performance appraisals. Manages performance as required. Hire and retain the best associates possible. Provide regular monitoring, coaching and development to agents within the team. Works with other team members such as Forecasting Manager, Data Analytics team, Workforce Management Administrators and Senior Forecasters to establish “Best Practices” within workforce management. Adhoc duties as required.
Supervisory responsibilities:
Number of associates reporting directly to this position: 8-10 Number direct reports exempt from overtime pay– Managerial/Professional: 8-10 Number direct reports eligible for overtime pay– Clerical/Administrative/Agents: 0 Number of Associates reporting indirectly through supervisors/managers reporting to this position: 0 Total number of Associates reporting to this position: 8-10
What we are looking for (specify experience in this job or in a related function or field):5+ years of experience in planning, implementing, utilizing and supporting workforce management systems. IEX, Blue Pumpkin or any workforce tools experience in a call center environment required. Business Objects and/or database experience preferred.Experience managing a staff of 4-10 associates preferred.
Qualifications College Graduateidentify essential knowledge, skills and abilities required and identify additional competencies that enable success in performing this job-–essential skills should be noted as required, others may be noted as preferred) Special Certifications: (identify if a certification is required to perform the job or if just preferred) Strong leadership skills. Strong technical documentation and problem solving skills. Proficiency using Microsoft Word, Access, Excel and Business Objects. Proven experience consulting with all levels of management, peers, and teams. Ability to set and manage the workload of a team by setting priorities, delegation and holding associates accountable to deliver high quality results on time.
Roles & Responsibilities:Implement Transaction monitoring process as per client requirements and COPC StandardImplement task monitoring as per the in-house processCreate a sampling strategyDetermine the frequency of monitoring and the sample sizeMonitoring plan and schedule for monitoring of TasksMaintain ‘program quality’ related client interactions. Provide feedback to the floorFacilitate and manage quality related conference calls, calibration calls, etc.Review the effectiveness of MIP’s and the feedbacks being given by the Quality Analyst. and Communication Trainers.Organize call calibration sensitization for TMs.Analyse end-user complaints and Client ComplaintsImplement MIP-T as per the guidelinesMonitoring performance by gathering relevant data and producing statistical reports – • • Review of historical data and share insights/trends. Share different analysis, control charts, graphs etc. to depict process performanceDevelop and drive continuous improvement initiatives – Focus on bringing baseline performance to entitlement and then move towards a new benchmarkResponsible for QMS and Compliance – Work on having quality check plan, documented procedures, processes, records as per QMS requirements. Ensuring compliance to the standard. Stringent review mechanism to ensure compliance and strong governance modelLook at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance. Eliminate NVATeam Player - Ensure employee satisfaction. Build a positive working atmosphere within the team; engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities/move to the next levelReview Program requirements and ensure they are met – Look at the program metrics , create and implement an action plan to meet and exceed customer requirementsWork in a collaborative manner with stakeholders – Participate in calibrations and various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.
What we are looking for:In-role experience as Sr. Quality Manager for at least 2 years in BPO settingEvidence of effective interpersonal, coaching and supervisory skills.Excellent in Telephone Etiquettes, Proficiency with Computers, Good Verbal and Written communication skills.Analytical Ability and Reasoning skills.Effective time management, flexibility and accountability traitsEffective problem-solving skills.Performance Management skills.Client/Customer management skillsExperience in US Healthcare accountAbility to work onsite - Cebu not open for relocators
The BI Developer is primarily responsible for the technical aspect of reports design. He/she works with the Reporting team to develop automated reports, in order to speed up the process by removing manual and repetitive steps in reporting, without compromising integrity of the data and quality of reports.
Using existing reporting tools, BI Developer must review all reporting process documents, identify opportunities for automation and design intelligent reporting templates. They must work with the Reporting team, and/or Operations regarding any change in the reporting process.
Principle duties include:Review of all existing reporting processes to identify opportunities for automationOptimization of reports by replacing multiple traditional reports with dashboard type reporting.Execution and monitoring of the whole reports development process, which include the following:Development of new template/s and its presentation to the Reporting Team and/or StakeholdersMonitoring and Completion of User acceptance tests (QC), prior to rolloutCreation and handover of related process documentation to Reports AnalystsProvide backup support to Reports Analysts on Ad hoc and regular reports, data troubleshooting and/or assist in other projects, as may be required by the Sr. Manager and/or Director.
TYPICAL QUALIFICATIONS: (education, experience, knowledge, skills and abilities typically needed to perform this job--potential candidates are screened for requirements listed in this section)
Education: (if beyond High School or equivalent): 4 year computer-related course or equivalent combination of education and experience
Experience Target: (specify experience in this job or in a related function or field): 5 years of experience in BPO/Contact Center reporting process and minimum 3 years in reports development, exposure to process improvement projects is preferred.
Knowledge/Skills/Abilities: (identify essential knowledge, skills and abilities required and identify additional competencies that enable success in performing this job-–essential skills should be noted as required, others may be noted as preferred)Expert on Advanced Excel, especially with Pivots, Charts and Formula.Expert on reports design using Power Query/Power Pivot, VBA Macro and Power BI (including Power BI service)Knowledgeable on the database lifecycle, ETL processes and able to create databases using SQL and other database tools.Experience in other BI tools (e.g. Tableau, Qlik) preferred, but not requiredExperience in Big Data and wrangling tools (e.g Alteryx, Python/R) is an advantage.Able to multitask, work in a dynamic, fast-paced environment.Able to troubleshoot data issues and present solutions/recommendations for reports optimization.With good verbal and written communication skills in order to properly communicate with all levels of internal and external stakeholders.
Special Certifications: (identify if a certification is required to perform the job or if just preferred) None
Business Travel Required: (typical % of time, scope of travel (in country, international), transportation mode, or other special travel related issues) Minimal, Setup of role is HYBRID setup
Other: (if appropriate, list anything especially challenging or unique about this position, not covered above, that is needed to be successful in performing this job)
