Workforce Management Administrator

The Team You Will Be JoiningIndustry-leading rental and infrastructure support organization serving construction, industrial, utilities, municipalities, and commercial customers across North America Large-scale enterprise environment with thousands of employees and a significant nationwide operational footprint Customer Experience and Customer Care organization focused on operational excellence, responsiveness, and service delivery Collaborative support team environment partnering closely with operations leadership, trainers, customer care leaders, and workforce planning professionals Fast-paced, high-volume customer support operation where workforce management plays a critical role in customer satisfaction and operational performance Leadership team committed to employee development, internal mobility, and long-term career growth opportunities Award-winning organization recognized for culture, employee engagement, and career advancement opportunities What They Offer YouOpportunity to join a growing Customer Experience support function with strong visibility across operations leadership Collaborative team environment focused on operational efficiency, continuous improvement, and employee support Exposure to workforce management strategy, real-time operations, forecasting, staffing optimization, and customer service analytics Stable organization with strong market leadership, long-term growth, and internal promotion opportunities Comprehensive benefits package including healthcare, retirement programs, paid parental leave, additional PTO options, and employee assistance programs Team-oriented culture that values accountability, communication, and professional growth Ability to build highly transferable operations and workforce management experience within a sophisticated enterprise environment Why This Role Is ImportantActs as the real-time operational “air traffic controller” for Customer Care performance, staffing alignment, and service level management Responsible for proactively monitoring queue activity, agent adherence, call volume trends, and operational performance throughout the day Helps ensure customers receive timely support by making intraday staffing adjustments based on changing business demand Partners with leadership teams to improve workforce utilization, scheduling efficiency, and operational responsiveness Supports customer care agents through schedule management, off-phone activity coordination, troubleshooting, and operational communication Plays a key role in maintaining customer satisfaction, operational efficiency, and overall service delivery performance Provides critical operational insight through reporting, analytics, workforce planning support, and trend analysis The Background That FitsExperience within a contact center, customer support, workforce management, scheduling, dispatch, or operations support environment Prior experience in Workforce Management (WFM), Real-Time Analyst (RTA), scheduling coordination, or similar operational support functions preferred Strong analytical and organizational skills with the ability to multitask in fast-paced, high-volume environments Comfortable interpreting operational metrics, queue performance, staffing trends, and service level data to support decision-making Strong communication skills with the ability to collaborate across leadership teams, frontline agents, and remote employees Ability to remain calm and solution-oriented while managing changing priorities, interruptions, and time-sensitive operational issues Technical proficiency with Excel, workforce management systems, customer care technologies, or reporting platforms preferred Reliable, detail-oriented, and proactive professional who works well independently while supporting broader team objectives #Onsite LI-KJ1 Open