Application Administrator

Welcome to excitement and opportunity. Welcome to Toyota Financial Services (TFS). If you're a motivated individual, then TFS is the destination you've been looking for.


Since 1983, TFS has grown from a small company of eight associates to more than 2800, with over $50 billion in managed assets, serving 2.3 million customers under the Toyota Financial Services and Lexus Financial Services market brands. At TFS, tomorrow means rising to the challenges of a changing marketplace by promoting a high-performance culture that will allow us to develop better solutions, programs, and services for both existing and new customers. Our commitment to delivering extraordinary customer care creates the trust and loyalty that drives our business.


As the Application Administrator, you will make your mark by:
Administration of Corporate Operations Change Management Process, primarily consisting of:
Triage for all change requests
Establish, evaluate, and refine all change management workflow rules
Perform impact analyses for each change requested
Manage change communication to all impacted participants
Administion of Telecommunications Framework, primarily consisting of:
Management of Agent and Application configuration
Create/Design/Manage/Change change Call Routing Strategies impacting call volumes in excess of 800,000 inbound calls per month
Manage Hours Of Operation Timetable
Manage Agent Add/Move/Change Requests
Manage Outbound Dialing rules
Manage IVR Messaging
SME For Genesys ICR, GVP IVR, Avaya ACD, PDS, CMS, Audix VM
Administer NICE Application, primarily consisting of:

Management of Agent Add/Move/Change Requests


Manage Enterprise Call Recording schedules


Assist in data analysis and report design


Administer Siebel Application, primarily consisting of:


Managing Agent Add/Move/Change Requests


Design, Establish, and Refine of all Service Request Workflow Rules


Maintain multiple application list of values for all data variables


SME Siebel CRM


Manage staff user profiles and configuration


Administer Blue Pumpkin Application, primarily consisting of:


Manage Agent Re-Skilling


Manage Agent Add/Move/Change Requests


Provide escalated Support Path (Level 3)




Act as a liason to IT teams, facilitating resolution of technical support issues.


Drive consistency in all Applications across the CSC Enterprise


Promote CSC Operations Technology Roadmap, understanding business process needs, and drive IT towards business direction


Qualifications
TFS is looking for individuals with strong business sense and practical expertise. Successful candidates must have:



3-5 years experience working with/in a large call center required


3-5 years experience working in/with a CRM tools environment strongly preferred


3-5 years leadership role, managing deliverables


Strong written and verbal communications skills


Strong organizational skills


A good business and technical background with some experience in systems management, delivery, and testing


Ability to understand technology as well as business process


Strong Analysis skills


Ability to work independently, with little direction or oversight


The ability to identify best practices and implement them to solve problems effectively


Ability to approach and solve problems creatively, offering options that may not be readily apparent


Familiarity with Genesys Framework Solutions strongly preferred


Familiarity with Avaya 8700 PBX platform strongly preferred


Familiarity with Avaya Predictive Dialer (Mosiac) preferred


Familiarity with NICE applications helpful


Familiarity with Audix Voice Mail helpful


Familiarity with Siebel v7.8 helpful


Familiarity with Blue Pumpkin workforce management helpful


Familiarity with Lotus Notes development helpful


Toyota Financial Services rewards both individual and organizational results with well-balanced compensation, benefits and perquisite programs. Our associates, our enthusiasm, and our dedication are the foundation of our success. If you are ready for a new destination, we would like to hear from you. EOE. M/F/D/V.


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