• Responsible for monitoring and reporting schedule adherence in real-time using scheduling and time-tracking software and ACD real-time displays • Work closely with Operations, identifying non-adherent agents to redirect them • Monitor agent work behaviors in real-time • Watch statistics across various KPIs (staffing, service levels, etc.) • Provide feedback to the Workforce Management team (WFM) and Operations • Change agent skill associations or provide historical reporting as needed

Role Description Grow your career. Drive innovation. At Bell Techlogix, employees are key to our growing success. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. - Answer user inquiries regarding computer software or hardware operation to resolve problems. - Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. - Confer with customers to provide information about products or services or obtain details of complaints. - Check to ensure that appropriate steps are taken to resolve customers’ problems. - Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. - Use software tools to create and update tickets for each client call and email received. - Use knowledge base as appropriate to research issues and resolutions. - Monitor and communicate technical issues in a timely manner to leadership. - Maintain professional working relationships with coworkers. - Communicate knowledge documentation issues to leadership. - Follow up on aging tickets. - Other duties as assigned. Qualifications - Must have a High School Diploma or GED. - 6 months of technical support experience or equivalent technical certifications. - Must be proficient in Microsoft Office and working in different operating systems. Requirements - 12 months technical support experience (preferred). - CompTIA A+ (preferred). - Network+ (preferred). - HDI (preferred). - MSCE or Industry Equivalent (preferred). - Experience in troubleshooting internet browsers, smart phones & tablets (a plus). - Knowledge or exposure to the following: Windows OS, MAC OS, NICE CXOne, Beyond Trust, O365/M365, Microsoft Teams, Microsoft Office tools, TeamViewer, ServiceNow, Citrix, RDS Farms, IOS, and Intune. Abilities & Skills - Must be able to use computers and computer systems (including hardware and software) to diagnose, troubleshoot, and record information. - Must be able to multitask. - Must be skilled in providing resolutions to problems. - Must have proficient typing skills. - Must be able to deescalate client situations. - Must have good verbal and written communication skills. - Must have effective interpersonal skills. - Must have strong customer service skills. - Must be able to work independently and as a member of a team. - Must be able to obtain information from all relevant sources and use information to identify solutions. - Must have a working understanding of Active Directory. Physical, Mental Requirements and Work Environment - Must be able to communicate with people outside the organization, represent the organization to customers, the public, and other external sources. - Must be able to work at your computer constantly throughout your work shift. - Must be able to work in an environment with moderate call center noise levels. - If working remotely, you must maintain a reliable and usable internet connection. - If working remotely, must maintain a quiet office environment with no distractions. - Must be able to work in a fast-paced work environment. Equipment Used - Computer frequently. - Headset frequently. - Web camera occasionally. Conditions of Employment - Must successfully pass pre-employment (post offer) background check and drug screen. - Must be able to pass a skills assessment.

• Analyze business requirements and translate them into SAP EHS functional solutions • Configure and support SAP EHS components, including Product Safety, Dangerous Goods Management, Industrial Hygiene, Incident Management, Occupational Health, and Environmental Compliance • Collaborate with stakeholders to gather, document, validate, and refine functional requirements and user stories • Support end-to-end SAP solution design, configuration, testing, deployment, and sustainment activities • Develop functional specifications and work closely with technical teams to support custom enhancements, interfaces, reports, and integrations • Participate in Program Increment (PI) Planning, sprint planning, backlog refinement, reviews, and other SAFe Agile ceremonies • Support data migration, validation, and cleansing activities associated with SAP S/4HANA implementations • Perform system integration testing, user acceptance testing, defect resolution, and production support activities • Collaborate with logistics, maintenance, supply chain, transportation, and financial management teams to ensure cross-functional process alignment • Support compliance with federal, DoD, OSHA, EPA, and environmental reporting requirements • Develop and maintain process documentation, configuration workbooks, training materials, and standard operating procedures • Provide functional support, knowledge transfer, and training to end users and client stakeholders • Assist in identifying process improvements and opportunities to optimize business operations through SAP EHS capabilities

• Identify, assess, and monitor corporate and operational risks. • Support the implementation and maintenance of the risk management framework, methodologies, and controls. • Conduct risk analyses, control testing, and impact assessments. • Prepare risk reports and risk indicators to support decision-making. • Work collaboratively with Audit, Compliance, and other control areas.