Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted yesterday

Workforce Management Coordinator

ADT489 open roles

Pay
$20 – $21 an hour
Where
Newport, KY, United States
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowWorkforce Management CoordinatorADT · Newport, KY, United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on ADT's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.4% of postings close within 7 days. Measured by our own scanner across the market. ADT postings stay open a median of 19 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.6%3 days
  3. 13.4%7 days
  4. 21.6%14 days
  5. 36.2%30 days
  6. 59.0%60 days
This job: posted yesterday

ADT median: 19 days open

The posting

Job Description

Position Summary:

The primary responsibility of the Resource Desk Coordinator position is to proactively monitor service level efficiencies and coordinate the execution of contingency plans that will improve service deficiencies as they relate to volume, average handle time or forecast.

Location: This position requires to sit fully onsite our Newport, KY call center -1787 Monmouth St, Newport, KY 41071

Training: 3 week 8:30am - 5:00pm

Schedule: 1:30pm - 10:00pm EST Monday- Friday with rotating weekend coverage.

Schedule:

  • Utilize IDP's to determine variances to forecast, average handle time and staffing
  • Document any actions taken or issues impacting performance
  • Queue Monitoring—Monitor site performance to ensure service levels and Abandonment Rate metrics are met.
  • Review hold times and availability. Perform skill changes when thresholds/efficiency/service levels are in jeopardy to ensure queues do not negatively impact customer satisfaction.
  • Analyze IDP's throughout the day to determine if service levels goals are at risk
  • Implement escalation procedures (i.e. Call AHOD, cancel off-phone activities, etc) when it is determined that a specific line of business is at risk of not meeting the Abandonment Rate goal.
  • Manage and monitor intraday queue performance and schedule adherence.
  • Work with Operations to ensure that we have a good plan & that we're working that plan.
  • Monitor real-time ACD agent work states & notify leadership of exceptions.
  • Manage real time changes to agent schedules in WFM system.
  • Coordinate load balancing between NSC operations to meet abandon rate and service level goals.
  • Update Resource desk operations manuals, processes and workflow documents as needed.
  • Compile and distribute daily, weekly, monthly reports on key performance indicators.
  • Process new hires and terminations in the WFM system.
  • Provide front-line support by answering general questions via the Resource Desk telephone number.
  • Check attendance calls and voice mail
  • Escalating IT issue to the EOC and creating an event ticket. Responsible for communicating IT issue to Operations team and providing continued updates until issue has been resolved.

Qualifications - External

Education/Certification:

  • High school diploma or GED; two year degree preferred.

Experience:

  • Five years of call center experience including a minimum of three years of workforce management experience.

Skills:

  • Strong analytical and critical thinking skills.
  • Ability to communicate effectively verbally and in writing.
  • Intermediate PC skills: Word, Excel, Access.
  • Demonstrated ability to successfully generate reports.
  • Strong decision-making skills.
  • Demonstrated ability to initiate plans with little direction.
  • Ability to multi-task and maintain composure under pressure.
  • Demonstrated proficiency with E-WFM software; Avaya CMS Supervisor, RTA, Aspect, CXOne or other Workforce management tools required.
  • Ability to perform and provide results in a fast paced, team oriented environment.

Pay and Benefits Disclosure:

The pay range for this role is $20.00 to $21.00 an hour and is based on experience and qualifications. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

Anticipated application close date: November 9th.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against ADT's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on ADT's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    ADT's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.