Workforce Management (WFM) Administrator

About the role

The Call Center Workforce Management (WFM) Administrator partners with the WFM team to monitor real‑time inbound call traffic, ensuring optimal efficiency and service levels. This role analyzes intraday call flow, adjusts staffing resources, and supports performance goals in a fast‑paced environment.

Key responsibilities

• Manage daily schedule exceptions and adjustments.
• Process time‑off requests, schedule changes, and other staffing updates promptly.
• Monitor real‑time and intra‑day activities to meet operational targets.
• Track and manage contact‑center schedule adherence.
• Analyze performance issues and recommend corrective actions.
• Prepare and distribute daily, weekly, monthly, and ad‑hoc reports to management.
• Build strong working relationships to facilitate problem solving and issue resolution.

Required profile

• Minimum six months in the current position.
• Excellent attendance and punctuality record.
• Availability to work between 6 AM – 1 AM, including weekends.
• Ability to make quick, sound decisions in a fast‑paced environment.
• Strong interpersonal and communication skills across all employee levels.

Required skills

• Experience with Workforce Management systems such as Verint Impact 360, InContact, or NG.
• Intermediate or higher proficiency in Microsoft Office, especially Excel (formulas, filters, pivot tables, data imports/exports), Word, and PowerPoint.
• Knowledge of contact‑center metrics, KPIs, and agent behavioral trends.