Workforce Management (WFM) Administrator

About Centerfield

Centerfield specializes in delivering high-impact digital marketing solutions and bespoke omnichannel customer experiences for top-tier residential service, insurance, e-commerce, and B2B brands. Leveraging the proprietary Dugout platform, Centerfield drives large-scale customer acquisition. Its digital brands, including Business.com and BroadbandNow.com, collectively engage over 150 million in-market shoppers annually. The company is based in Silicon Beach and has been honored as one of the Best Places to Work in Los Angeles.

Role Overview

The Workforce Management (WFM) Administrator is an integral part of the WFM team, overseeing real-time inbound call volumes to optimize efficiency. This role ensures that service levels, abandonment rates, and active call handling rates meet organizational standards. Responsibilities include intraday analysis of call flow, managing staff allocations according to call demand, and maintaining quality and cost-effectiveness within the contact center.

Key Responsibilities

• Manage daily schedule exceptions and adjustments.
• Ensure timely and accurate processing of time-off requests and schedule modifications.
• Continuously monitor real-time and intraday call center activities to meet operational goals.
• Track and manage adherence to contact center schedules with precision.
• Analyze real-time performance data and recommend corrective actions.
• Generate and disseminate daily, weekly, monthly, and ad-hoc reports to management.
• Foster collaborative relationships across departments for effective problem solving and issue resolution.

Qualifications and Experience

• Minimum of six months tenure in the current position.
• Consistent excellent attendance and punctuality.
• Previous workforce management experience is advantageous.

Required Skills and Attributes

• Availability to work shifts between 6 AM and 1 AM, including weekends.
• Ability to make prompt, informed decisions in a fast-paced setting.
• Proficient in Microsoft Office suite, especially Excel, Word, and PowerPoint at an intermediate or higher level.
• Strong interpersonal and communication skills across multiple organizational levels.
• Excellent verbal and written communication with attention to detail, solid math skills, problem-solving aptitude, strong organizational skills, and the capacity to work independently and collaboratively.

Preferred Skills

• Experience with Workforce Management systems such as Verint Impact 360, InContact, NG, or equivalents.
• Advanced proficiency in Microsoft Excel, including complex formulas, filters, pivot tables, and data import/export from various sources.
• Understanding of contact center metrics, key performance indicators, agent behavior patterns including shrinkage, and factors influencing queue management and adherence reporting.

Additional Information and Policies

Interviews will be conducted after screening applications against minimum requirements. This role’s responsibilities may evolve over time.

Centerfield values privacy and equal opportunity. Employment consideration is granted without discrimination based on legally protected characteristics. Applicants’ personal data handling follows Centerfield's privacy policy.

Regarding AI tools, Centerfield employs AI in recruitment processes for fairness and efficiency. Applicants may ethically use AI to prepare but must ensure their responses during interviews are their own. AI use during live interviews or assessments is prohibited unless specified.