Systems Administrator, Workforce Management Tools

As a WFM Systems Administrator at Chime, you’ll be responsible for configuring, optimizing, and scaling our Workforce Management (WFM) systems to deliver a seamless agent and member experience across Chime’s outsourced contact centers. You’ll collaborate closely with cross-functional teams—including workforce management, systems, engineering, and vendor partners—to drive performance, forecasting accuracy, and systemic scalability. This role is ideal for someone eager to move beyond traditional admin tasks and focus on continual improvement, automation, and technical evolution within Chime’s Operations Member Experience (OMX) team. In this role, you can expect to Own the system administration and strategic development of our WFM platforms, especially NICE IEX. Lead the successful implementation, configuration, and lifecycle management of WFM tools across internal and external operations teams. Partner with Workforce Management Capacity Planners and external vendor partners to ensure accurate forecasting, scheduling, and real-time adherence support. Manage IEX system integrations with telephony, CRM, and reporting platforms including Five9, Twilio, and Zendesk. Collaborate closely with InfoSec, Internal Audit, and Compliance to enforce rigorous data governance and system access controls. Proactively identify automation and process enhancement opportunities in WFM tooling. Serve as a subject matter expert and mentor to junior systems team members and vendor admins on WFM system best practices. Execute key administrative actions such as user provisioning, audit logging, and system hygiene with speed and precision.