WorkForce Administrator

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Workforce Administrator managing day-to-day operations at NSC for agent scheduling and monitoring in Salt Lake City. Responsible for communication with team leaders and agents, ensuring an efficient workflow.

Posted 7/10/2026full-timeSalt Lake City • Utah • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management, ensuring adherence to Service Level Agreements and optimizing agent schedules. Proficient in communication across multiple platforms and adept at onboarding and supporting remote employees.

Highest-signal resume keywords

Workforce ManagementService Level Agreement ComplianceMicrosoft Office ExcelMulti-Channel Contact Center ExperienceAgent Onboarding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce ManagementService Level Agreement ComplianceAgent SchedulingData AnalysisCall Volume Monitoring

Soft Skills

CommunicationProblem-SolvingTeam CollaborationAdaptability

Tools & Technologies

Microsoft OfficeTeams

Certifications & Qualifications

High School DiplomaGEDAssociates Degree

Industry Keywords

NSC Operating StandardsContact Center OperationsAgent Behavior Analysis

About the role

Key responsibilities & impact

Ensuring Service Level Agreement goals are being achieved daily
Ensuring all agents are following scheduled activities
Monitoring call volume throughout the day and making changes to scheduled activities as needed
Updating agent schedules in real time to account for ad hoc needs or absenteeism
Understand staffing coverage and offer Extra Time or Unpaid Time Off as needed
Assists in onboarding new hires
Assist with remote employee processes (sending policies, return labels, tracking of equipment)
Work with center leaders to determine trends in agent behaviors/call volume and help determine appropriate action plans.
Communicate with agents, supervisors, center leaders through multiple platforms
Manage multiple Teams channels
Assist in answering agent questions, from technical issues to policy and procedure topics
Assist in management of facilities
Other duties as assigned

Requirements

What you’ll need

High School Diploma or GED or equivalent required; Associates Degree or greater strongly preferred
2+ year’s experience in a multi-channel contact center preferred
Previous Workforce Management experience preferred but not required
Strong understanding of NSC operating standards and procedures required
Advanced knowledge of Microsoft Office applications with emphasis on Excel

Benefits

Comp & perks

Competitive pay
Excellent benefits
Opportunities for career development