Real-Time WFM Analyst & Resource Desk

ADT Security Services; Newport (KY); Hybrid; USD 28,000 - 29,000; Full time

Job summary

ADT Security Services is seeking a Resource Desk Coordinator to monitor service levels and coordinate contingency plans that improve call center performance. The role involves real-time queue monitoring, staff scheduling adjustments, and escalation handling to maintain Abandonment Rate and service levels.

The ideal candidate has 5+ years in call center environments with workforce management experience, strong analytics, and proficiency in WFM tools.

Qualifications

• 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.

Responsibilities

• Proactively monitor service level efficiencies and coordinate contingency plans to improve deficiencies related to volume, AHT, or forecast.
• Utilize IDP's to determine variances to forecast, AHT, and staffing.
• Document actions taken or issues impacting performance.
• Queue Monitoring to meet service levels and Abandonment Rate metrics.
• Review hold times and availability; perform skill changes when thresholds are jeopardized to protect service levels.
• Analyze IDP's to determine risk to service level goals.
• Implement escalation procedures when a line of business risks missing Abandonment Rate goals.
• Manage intraday queue performance and schedule adherence.
• Coordinate load balancing between NSC operations to meet abandon rate goals.
• Update resource desk manuals, processes, and workflow documents as needed.
• Compile and distribute daily, weekly, monthly KPI reports.
• Process new hires and terminations in the WFM system.
• Provide front-line support via the Resource Desk number.
• Check attendance calls and voicemails.
• Escalate IT issues to the EOC and communicate updates until resolution.

Skills

Analytical thinking

Communication skills

MS Office

Reporting

Decision making

Proactiveness

Multitasking

Team player

Education

High school diploma or GED

Two-year degree preferred

Tools

Avaya CMS Supervisor

RTA

Aspect

CXOne

Workforce management tools

Job description

ADT Security Services is seeking a Resource Desk Coordinator to monitor service levels and coordinate contingency plans that improve call center performance. The role involves real-time queue monitoring, staff scheduling adjustments, and escalation handling to maintain Abandonment Rate and service levels.

The ideal candidate has 5+ years in call center environments with workforce management experience, strong analytics, and proficiency in WFM tools.