Role Summary: The Internal Site ID Administrator is responsible to manage the agent and leadership team's ID Administration for the entirety of the internal site hierarchy. This role ensures proper access is granted to all tools and resources. This role is responsible for managing existing agent modifications and changes, as well as consistently auditing for accuracy. This role works directly with internal site leaders to address one off issues and break fix scenarios, as well as represents the WFM team in all new initiatives affecting agent access and tool needs.
Responsibilities: Communication
Execute communication activities (planned and ad-hoc) to provide information regarding system issues and system updates/maintenances to Agents, Supervisors, and Managers.
Report production impacting issues to leaders, which include root cause analysis and effect for business impact.
Point of contact for single user issues impacting agent access for the system or technical support teams using Microsoft Teams, meetings, phone.
Influencing & Problem Solving
Assists in the training of Internal Site Leadership in all ID Management tasks.
Engages in needed troubleshooting, triage, and contingency actions steps during issues, outages, and break/fix situations.
Answer questions, collaborate, and ensure corporate, and call centers and managers understand the client, agent, system, and tool issues as well as the current state of real time operations and the business with a focus on resolution.
Create, maintain, and drive improvement of ID Management operations’ tools and processes.
Executing
Performs responsibilities that support the Internal Site ID Admin work stream.
Ensuring SOP standards are communicated and followed; and making changes as business needs dictate to protect and grow the brand internally and externally.
Prioritize and handle multiple tasks and rapidly changing priorities based on new services and processes, client volume and wait times, and general vendor and agent support.
Provide recommendations to improve agent effectiveness leveraging existing and future state agent tools.
Create, control, and improve end-to-end Internal Site ID management business processes.
Basic Qualifications:
3 yrs of BBCC experience or 4 yrs of call center experience or 2 yrs of data analytics experience or 2 yrs of contact center operations experience
Previous experience supporting contact center technologies such as CRM, IVR or Best Buy Applications: Breeze, Express Lane, Order Manage, Kana Response
Previous experience importing and exporting data between applications/databases and providing analytical support
Previous project management experience working with cross functional teams.
Preferred Qualifications:
1 year of experience working with Identity and Access Management tools such as: OIG, ServiceNow, Active Directory
