Workforce Management Coordinator

About the company

ADT

Consumer services · 10,001+ employees

What you'll do

• Utilize IDP's to determine variances to forecast, average handle time and staffing
• Document any actions taken or issues impacting performance
• Queue Monitoring—Monitor site performance to ensure service levels and Abandonment Rate metrics are met.
• Review hold times and availability. Perform skill changes when thresholds/efficiency/service levels are in jeopardy to ensure queues do not negatively impact customer satisfaction.
• Analyze IDP's throughout the day to determine if service levels goals are at risk
• Implement escalation procedures (i.e. Call AHOD, cancel off-phone activities, etc) when it is determined that a specific line of business is at risk of not meeting the Abandonment Rate goal.
• Manage and monitor intraday queue performance and schedule adherence.
• Work with Operations to ensure that we have a good plan & that we're working that plan.
• Monitor real-time ACD agent work states & notify leadership of exceptions.
• Manage real time changes to agent schedules in WFM system.
• Coordinate load balancing between NSC operations to meet abandon rate and service level goals.
• Update Resource desk operations manuals, processes and workflow documents as needed.
• Compile and distribute daily, weekly, monthly reports on key performance indicators.
• Process new hires and terminations in the WFM system.
• Provide front-line support by answering general questions via the Resource Desk telephone number.
• Check attendance calls and voice mail
• Escalating IT issue to the EOC and creating an event ticket. Responsible for communicating IT issue to Operations team and providing continued updates until issue has been resolved.
• High school diploma or GED; two year degree preferred.
• Five years of call center experience including a minimum of three years of workforce management experience.
• Strong analytical and critical thinking skills.
• Ability to communicate effectively verbally and in writing.
• Intermediate PC skills: Word, Excel, Access.
• Demonstrated ability to successfully generate reports.
• Strong decision-making skills.
• Demonstrated ability to initiate plans with little direction.
• Ability to multi-task and maintain composure under pressure.
• Demonstrated proficiency with E-WFM software; Avaya CMS Supervisor, RTA, Aspect, CXOne or other Workforce management tools required.
• Ability to perform and provide results in a fast paced, team oriented environment.

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