WFM Administrator

About the company

Centerfield is a digital customer acquisition company focused on outcome-based marketing and omnichannel experiences for major brands. Using its proprietary Dugout platform, the company helps acquire customers at scale across residential services, insurance, e-commerce, and B2B sectors. Its brands, including Business.com and BroadbandNow.com, reach more than 150 million shoppers in market each year. Centerfield is based in Silicon Beach and has been named a Best Place to Work in Los Angeles by Built In LA.

Role overview

The Workforce Management (WFM) Administrator will work closely with the WFM team to watch real-time inbound call volume, support efficient staffing, and help maintain service level, abandon rate, and active rate targets. The role also involves intraday call-flow analysis, adjusting staffing resources to match demand, and making timely decisions that affect people, cost, and service quality.

Key responsibilities

• Handle daily schedule exceptions and make needed adjustments across the business.
• Keep time-off requests, schedule updates, and related entries accurate and current.
• Track real-time and intra-day operations to support achievement of business targets.
• Monitor and maintain contact center schedule adherence with precision.
• Analyze live performance issues and suggest practical corrective actions.
• Create and share daily, weekly, monthly, and ad hoc reports with management.
• Build effective working relationships to support fast issue resolution and smooth coordination.

Minimum qualifications

• Candidates must have been in their current position for at least six months.
• A strong attendance and punctuality record is required.
• Previous workforce management experience is considered an advantage.

Working hours and availability

This role requires availability between 6 AM and 1 AM, including weekends.

Required skills and capabilities

• Ability to make quick, sound decisions in a busy, fast-moving environment.
• Intermediate or better proficiency with Microsoft Office tools such as Excel, Word, and PowerPoint.
• Strong people skills and the ability to communicate effectively across levels of the organization.
• Clear verbal and written communication, strong accuracy, open two-way communication, and solid basic math ability.
• Problem-solving mindset, strong organization, and the ability to work both independently and as part of a team.

Preferred experience

• Hands-on experience with workforce management platforms such as Verint Impact 360, InContact, NG, or similar tools.
• Advanced Excel capabilities, including formulas, filters, pivot tables, and importing/exporting data from multiple sources.
• Understanding of contact center metrics, KPIs, agent shrinkage, and factors that influence queue and adherence reporting.

Hiring notes

Applications will be screened for minimum qualifications before interviews are scheduled. The responsibilities listed are not exhaustive and may change as business needs evolve.

Privacy and equal opportunity

Personal information may be collected, used, and disclosed as part of the hiring evaluation process in line with the company’s privacy policy. Centerfield Media is an equal opportunity employer and considers all qualified applicants without regard to race, color, age, religion, sex, national origin, disability, veteran status, or any other protected characteristic under applicable law.

AI and interview policy

Centerfield uses AI tools internally for efficiency and fairness in hiring, including resume screening and administrative support. Candidates may use AI ethically to prepare for interviews, such as practicing answers or researching questions, but interview responses must reflect their own knowledge, experience, and judgment. Using AI to generate answers during live interviews, technical assessments, or written submissions is not allowed unless the company states otherwise.