Workforce Administrator

Hi, We're Centerfield.

Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles.

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. 

Responsibilities:

• 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.

Minimum Qualifications:

• Must be at least six months in current position.
• Must have excellent Attendance & Punctuality record.
• One to two years as Coach or above level position working in an inbound contact center setting.
• Must complete in-house Excel skills-based test.

Required Skills:

• Available to work day and evening hours to include one weekend day.
• 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.

Desired Skills:

• 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.

To learn more, visit us Here.

Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change. 

For more information about our collection, use, and disclosure of your personal information in connection with our evaluating your candidacy, please visit our Privacy Policy at https://www.centerfield.com/privacy-policy/.

Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.