Onsite WFM Coordinator - Real-Time Ops

ADT; Newport (KY); On-site; USD 28,000 - 29,000; Full time

Job summary

ADT is seeking a Resource Desk Coordinator to proactively monitor service level efficiencies and coordinate contingency actions in a Newport, KY call center. The role emphasizes forecasting, staffing, and real-time queue management to protect service levels.

You will collaborate with Operations, update manuals, and generate KPI reports while supporting new hires and IT escalation processes. A strong analytical mindset and communication skills are essential.

Qualifications

• Five years of call center experience including three years in workforce management.
• Experience with real-time scheduling and intraday monitoring is preferred.
• Strong analytical and communication skills.

Responsibilities

• Utilize IDP's to determine variances to forecast, average handle time and staffing.
• Document actions taken or issues impacting performance.
• Queue Monitoring to ensure service levels and Abandonment Rate goals.
• Review hold times and availability; perform skill changes when thresholds/efficiency thresholds are at risk.
• Analyze IDP's throughout the day to determine if service levels goals are at risk.
• Implement escalation procedures when a line of business risks missing Abandonment Rate goals.
• Manage and monitor intraday queue performance and schedule adherence.
• Work with Operations to ensure we have a plan and execute that plan.
• Monitor real-time ACD agent work states and 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 KPIs.
• 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.
• Escalate IT issues to the EOC and create event tickets with updates until resolution.

Skills

Analytical thinking

Verbal and written communication

Reporting and data generation

Multi-tasking under pressure

Schedule coordination

Education

High school diploma / GED

Two-year degree preferred

Job description

ADT is seeking a Resource Desk Coordinator to proactively monitor service level efficiencies and coordinate contingency actions in a Newport, KY call center. The role emphasizes forecasting, staffing, and real-time queue management to protect service levels.

You will collaborate with Operations, update manuals, and generate KPI reports while supporting new hires and IT escalation processes. A strong analytical mindset and communication skills are essential.