Netflix is looking to optimize and maintain its global Workforce Management (WFM) platform and its integrated ecosystem of tools to ensure stability, accuracy, and continuous improvement across its global Customer Service landscape.
Requirements
- 3+ years’ experience working with large call centers and third-party WFM applications (Calabrio, NICE IEX, Aspect WFM, Teleopti, etc.).
- Strong understanding of WFM platform data structures, integrations, and reporting.
- Expert-level Excel skills (complex calculations, pivot tables, external data links)
- Highly analytical, with strong math and PC skills; experience with statistical methods and call center planning methodologies (Erlang-C & Erlang-A).
- Demonstrated ability to gather, combine, and validate complex data from multiple sources.
- Proven troubleshooting and problem-solving skills; ability to work effectively in a fast-paced, evolving environment.
Responsibilities
- Administer, maintain, and optimize the global Netflix WFM platform, ensuring reliability and accuracy across integrated platforms and tools.
- Support the integration of third-party adjuncts and internal tools into the WFM platform, including requirements gathering, validation, troubleshooting, and ongoing support.
- Validate and reconcile data from upstream sources (e.g., ACD, CRM, Data Warehouse) to ensure accuracy and integrity within the WFM system; partner with Data & Reporting and Data Science teams to resolve discrepancies.
- Provide Tier 1 technical support and troubleshooting of the WFM platform for internal stakeholders and external partners, escalating complex issues as needed.
- Manage user provisioning, licensing, and profile audits, maintaining security and compliance standards.
- Develop, document, and continuously improve team standards, procedures, and best practices.
- Serve as a technical advisor and subject matter expert to the workforce management community, fostering strong relationships with business partners, IT peers, and third-party vendors.
Other
- BA/BS degree or equivalent work experience in a systems/application support or analysis role.
- Excellent communication and relationship-building skills; experience collaborating with cross-functional teams and external partners.
- Commitment to continuous improvement, innovation, and supporting a culture of accountability and inclusion.
