Workforce Administrator (Call Center)

About the role

We are looking for a Workforce Administrator to join Centerfield’s Call Center Workforce Management team. You will monitor real‑time inbound call traffic, adjust staffing resources and ensure service‑level targets are met.

Key responsibilities

• Complete and manage daily schedule exceptions and adjustments.
• Respond to time‑off requests, schedule changes and maintain accurate data.
• Monitor real‑time and intra‑day call activity to meet operational goals.
• Track and manage contact‑center schedule adherence.
• Analyze performance issues and recommend real‑time solutions.
• Prepare and distribute daily, weekly, monthly and ad‑hoc reports.
• Develop strong working relationships to facilitate problem solving.

Required profile

• At least six months in the current position with an excellent attendance record.
• Availability to work between 6 AM – 1 AM and on weekends.
• Ability to make quick decisions in a fast‑paced environment.
• Intermediate proficiency with Microsoft Office (Excel, Word, PowerPoint).
• Strong interpersonal, verbal and written communication skills.
• High accuracy, basic math competence and organized work style.

Required skills

• Experience with Workforce Management systems such as Verint Impact 360, InContact or NG.
• Advanced Microsoft Excel (formulas, filters, pivot tables, data imports/exports).
• Proficiency in Microsoft Office suite.