Onsite Workforce Management Coordinator

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

Benefits offered by this job

Healthcare benefits

401(k) plan with company match

Disability coverage

Life insurance

Paid time off and 6 paid holidays

Job summary

ADT in Newport, KY is seeking a Resource Desk Coordinator to proactively monitor service level efficiencies and coordinate contingency plans addressing volume, AHT, and forecast accuracy. This onsite role requires 3 weeks of training and entails a 1:30pm–10:00pm EST schedule Monday–Friday with rotating weekends.

Responsibilities include real-time queue monitoring, performance reporting, and coordinating load balancing across NSC operations to meet abandon rate and service level goals.

Qualifications

• High school diploma or GED; two year degree preferred.

Responsibilities

• 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 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.

Skills

Analytical thinking

Verbal/written communication

Excel

Report generation

Decision making

Plan initiation

Multi-tasking

E-WFM software

Team collaboration

Education

High school diploma or GED

Two year degree preferred

Tools

Avaya CMS Supervisor

RTA

Aspect

CXOne

Job description

ADT in Newport, KY is seeking a Resource Desk Coordinator to proactively monitor service level efficiencies and coordinate contingency plans addressing volume, AHT, and forecast accuracy. This onsite role requires 3 weeks of training and entails a 1:30pm–10:00pm EST schedule Monday–Friday with rotating weekends.

Responsibilities include real-time queue monitoring, performance reporting, and coordinating load balancing across NSC operations to meet abandon rate and service level goals.