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Workforce Management Systems Admin - WFM in Nashville, TN at KEPRO

Date Posted: 1/25/2018

Job Snapshot

Job Description

WFM Systems Administrator

Responsible for setting up and maintaining all approved Dispatch and Technical Operations workforce management tools and system application parameters. Implement continual support through optimization, approved enhancements and initial troubleshooting of issues found or reported affecting all application and performance integrity while working directly through vendors. Responsible for follow-up support resolution on all approved System applications.

  • Coordinates, schedules and distributes software upgrades, patches, system upgrades and tools for the core workforce management products and databases; facilitates upgrades to the workforce management tools software, including analyzing, testing, and recommending system upgrades, patches, and system configurations
  • Troubleshoots, corrects and/or reports issues with the workforce management software program; supports field personnel and customer care with all other workforce management applications
  • Follows up on open issues to ensure appropriate resolution and communicates updates to the necessary personnel in a timely manner
  • Ensures system application tools and configurations are optimized and performing as designed
  • Efficiently configures and applies workforce tool route configurations to maximize productivity
  • Maintains database application reports and audits number of user profiles to licenses owned; conducts routine audits of all approved Workforce management tools using checks and balances
  • Responsible for documenting and maintaining database of all system configurations relationships with functional leads to provide recommendations on how best to improve the modeling capabilities
  • May develop or assist in the development of business reports by extracting data from various applications
  • May be required or called upon to assist in on-the-job training of other System Administrators as necessary
  • Performs additional duties and responsibilities upon request


  • Bachelor's degree preferred with 3 years minimum relevant WFM experience in a call center environment
  • Previous telecommunications experience strongly preferred
  • Previous experience working in telecommunications technical support center
  • Previous experience in appropriate Microsoft Office Suite applications, reporting and creation of spreadsheets

KEPROoffers challenging careers, excellent benefits and opportunities foradvancement.  Come grow with aprogressive health care management leader. Only those candidates identified foran interview will be contacted.  No phone calls, please. Visit us at for more information on the KEPROFamily of Companies.


EOE AAM/F/Vet/Disability


KEPRO is an E-Verify employer. E-Verify is aninternet based system operated by the Department of Homeland Security (DHS) inpartnership with the Social Security Administration (SSA) that allowsparticipating employers to electronically verify the employment eligibility oftheir newly hired employees in the United States.