Real Time Coordinator

About the role

In this role, you'll serve as the liaison between Workforce Management (WFM) and live operations, using real-time insights to guide staffing decisions and respond to changing business needs. You'll use independent judgment to prioritize service-level risks, coordinate schedule adjustments, and provide clear direction to team leads. You'll also maintain detailed records of operational decisions and identify recurring trends to help improve forecasting and resource planning.

Key responsibilities

• Monitor real-time staffing levels, queue volumes, service levels, and WFM alerts to identify coverage gaps and potential operational risks.
• Analyze intraday performance data to make timely staffing, routing, and coverage decisions aligned with operational targets.
• Coordinate real-time schedule adjustments, including break and lunch changes, overtime activation, and cross-queue support, to maintain adequate coverage.
• Adjust channel and queue routing based on changing demand, staffing availability, and operational priorities.
• Partner closely with live operations teams, communicating staffing concerns, service level risks, and recommended actions to team leads and key stakeholders.
• Coordinate responses to unexpected volume spikes, staffing shortages, and service disruptions to minimize operational impact.
• Proactively identify service level risks and implement timely corrective actions to support performance goals.
• Document intraday decisions, adjustments, and outcomes to maintain accurate operational records and support follow-up actions.
• Identify recurring trends in staffing, queue volumes, and intraday performance, sharing insights with WFM to support forecasting and capacity planning.
• Assess the impact of real-time adjustments and recommend process improvements to strengthen operational efficiency and service delivery.

About you

• Experience working as a Real-Time Analyst, Real-Time Coordinator, or in a Workforce Management (WFM) role within a contact center or customer support environment.
• Strong analytical and problem-solving skills, with the ability to interpret real-time performance data and identify operational risks.
• Sound judgment and the ability to make timely, informed decisions in fast-paced environments, even when information is incomplete.
• Strong prioritization skills, with the ability to balance competing demands based on urgency, service level impact, and business needs.
• Excellent communication skills, with the ability to provide clear, actionable recommendations and coordinate effectively with Operations and WFM stakeholders.
• A proactive, solutions-oriented mindset with the ability to anticipate challenges and respond effectively to changing operational conditions.
• Strong organizational skills and attention to detail, particularly when documenting decisions, tracking adjustments, and evaluating outcomes.
• Familiarity with workforce management tools, scheduling platforms, real-time monitoring systems, and contact center performance metrics.
• Understanding of queue management, intraday staffing, service level targets, and the operational needs of multiple channels or programs.
• The ability to adapt quickly to changing priorities, collaborate across teams, and learn new systems and processes.

Benefits

• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all full-time employees
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training and professional development opportunities

About us

Crescendo is the AI-native customer experience platform built to run a company's entire CX operation in one connected system. We bring together customer support, workforce management, quality, and knowledge, with specialized AI agents doing the work and people guiding it. Over the past year, AI-handled volume on our platform grew 600%. Brands like Grindr, Headspace, and Nothing Bundt Cakes trust Crescendo, and Newsweek recognized us as a 2026 AI Impact Awards winner. Our mission is to deliver exceptional customer experiences that propel organizations, combining an AI-native CX platform with CX expertise to deepen trust and drive business impact.