Resource Desk Coordinator (WFM - Real Time Analyst) (Job ID 3021823)

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

Position Summary:

The primary responsibility of the Resource Desk Coordinator position is to proactively monitor service level efficiencies and coordinate the execution of contingency plans that will improve service deficiencies as they relate to volume, average handle time or forecast.

• 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.

Qualifications - External

Education/Certification:

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

Experience:

• Five years of call center experience including a minimum of three years of workforce management experience.

Skills:

• 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.
  

Pay and Benefits Disclosure:

The pay range for this role is $20.00 to $21.00 an hour and is based on experience and qualifications. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

In the event a position is commission-based, compensation is solely based on the individual’s sales volume. This applies only to commission roles.

Los Angeles Applicants:

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Philadelphia Applicants:

Background checks will be conducted during the employment process. Any information will be reviewed through an individualized assessment in accordance with the Philadelphia Fair Criminal Record Screening Standards Ordinance.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.