Netflix

Compensation

Full Description

Description: • Administer, maintain, and optimize the global Netflix WFM platform and integrated tools • Collaborate with Operations, CS Product & Tech, Engineering, and Data Science to implement initiatives and system enhancements • Support integration of third-party adjuncts and internal tools, including requirements gathering, validation, troubleshooting, and ongoing support • Validate and reconcile data from upstream sources (ACD, CRM, Data Warehouse) and partner with Data & Reporting and Data Science to resolve discrepancies • Provide Tier 1 technical support and troubleshooting for internal stakeholders and external partners; escalate complex issues • Manage user provisioning, licensing, and profile audits to maintain security and compliance • Develop, document, and continuously improve team standards, procedures, and best practices • Serve as technical advisor and subject matter expert to the workforce management community and third-party vendors • Stay current with industry trends, system upgrades, and emerging technologies and recommend improvements • Contribute to collaborative, inclusive team culture and support enterprise architects, infrastructure, support, and other IT teams Requirements: • BA/BS degree or equivalent work experience in a systems/application support or analysis role • 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) • 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; Tier 1 technical support experience • Experience with integrations from upstream sources (ACD, CRM, Data Warehouse) • Excellent communication and relationship-building skills; cross-functional collaboration experience • Commitment to continuous improvement, innovation, and inclusion Benefits: • Health Plans • Mental Health support • 401(k) Retirement Plan with employer match • Stock Option Program • Disability Programs • Health Savings and Flexible Spending Accounts • Family-forming benefits • Life and Serious Injury Benefits • Paid leave of absence programs • Full-time hourly employees accrue 35 days annually for paid time off (vacation, holidays, sick) • Full-time salaried employees entitled to flexible time off