WFM Administrator

The Call Center Workforce Management (WFM) Administrator will partner with the Workforce Management team, monitors real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM administrator must exercise judgment, integrity and assume responsibility for decisions, consequences and results having an impact on people, cost and quality of service within the organization. 

•Complete and manage schedule exceptions/adjustments for the company on a daily basis. 

•Ensures the accuracy and timeliness of data by responding to time-off requests, schedule changes, and other types of requests. 

•Monitor all Real-Time and Intra-Day activities to ensure operational goals are met. 

•Accurately track and manage contact center schedule adherence. 

•Conduct analysis and recommend solutions to real time performance issues. 

•Prepare daily/weekly/monthly and ad-hoc reports and distribute to Management. 

•Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution. 

•Must be at least six months in current position.

•Must have excellent Attendance & Punctuality record.

•Prior workforce experience is an asset. 

 Required Skills:

•Available to work between the hours of 6 AM - 1 AM and on weekends. 

•Ability to make sound decisions quickly in a fast-paced work environment.

•Intermediate or above Microsoft Office (I.e. Excel, Word, PowerPoint) knowledge.

•Strong interpersonal skills and the ability to communicate with many different levels of employees.

•Excellent verbal and written skills; high accuracy of work; fosters open two-way communication; excellent basic math skills (addition, subtraction, division); be a problem solver; highly organized; works independently as well as with a team. 

•Workforce Management systems experience:  Verint Impact 360, InContact, NG or similar.

•Advanced Microsoft Excel:  Formulas, filters, pivot tables, imports/exports data from multiple sources.

•Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.