Workforce Management Coordinator

ADT • Newport, KY

4d • $20 - $21 • Onsite

About The Position

The Workforce Management Coordinator proactively monitors service-level efficiency and coordinates contingency plans to address performance deficiencies related to volume, average handle time, or forecast. This role is fully onsite at the Newport, Kentucky call center. Training is three weeks, from 8:30 a.m. to 5:00 p.m. The regular schedule is 1:30 p.m. to 10:00 p.m. EST, Monday through Friday, with rotating weekend coverage.

The coordinator monitors intraday queue performance, staffing, schedule adherence, agent work states, and key service metrics. They work with Operations to carry out performance plans, make real-time schedule and skill adjustments, coordinate load balancing, document actions and issues, and escalate operational or IT concerns. The role also supports WFM system administration, reporting, process documentation, and front-line responses to Resource Desk inquiries.

Requirements

• High school diploma or GED.
• Five years of call center experience, including at least three years of workforce management experience.
• Strong analytical and critical-thinking skills.
• Ability to communicate effectively verbally and in writing.
• Intermediate PC skills, including Word, Excel, and Access.
• Demonstrated ability to generate reports successfully.
• Strong decision-making skills.
• Demonstrated ability to initiate plans with little direction.
• Ability to multitask and maintain composure under pressure.
• Proficiency with E-WFM software and workforce-management tools such as Avaya CMS Supervisor, RTA, Aspect, or CXOne.
• Ability to perform and deliver results in a fast-paced, team-oriented environment.

Nice To Haves

• Two-year degree.

Responsibilities

• Use IDPs to identify variances in forecast, average handle time, and staffing.
• Document actions taken and issues that affect performance.
• Monitor site performance, queues, service levels, and abandonment-rate metrics.
• Review hold times and agent availability, and make skill changes when thresholds, efficiency, or service levels are at risk.
• Analyze IDPs throughout the day to determine whether service-level goals are at risk.
• Implement escalation procedures, including calling AHOD and canceling off-phone activities, when a line of business risks missing its abandonment-rate goal.
• Manage and monitor intraday queue performance and schedule adherence.
• Work with Operations to establish and execute plans.
• Monitor real-time ACD agent work states and notify leadership of exceptions.
• Manage real-time agent schedule changes in the WFM system.
• Coordinate load balancing between NSC operations to meet abandonment-rate and service-level goals.
• Update Resource Desk operations manuals, processes, and workflow documents as needed.
• Compile and distribute daily, weekly, and monthly reports on key performance indicators.
• Process new hires and terminations in the WFM system.
• Provide front-line support by answering general questions through the Resource Desk telephone number.
• Check attendance calls and voicemail.
• Escalate IT issues to the EOC, create an event ticket, communicate the issue to Operations, and provide updates until it is resolved.

Benefits

• Access to healthcare benefits.
• 401(k) plan with company match.
• Short-term and long-term disability coverage.
• Life insurance.
• Wellbeing benefits.
• Paid time off, accruing up to 120 hours in the first year, with an increased accrual rate after the first year.
• Six paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED