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Workforce Real Time Coordinator

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Crescendo

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Location:
United States

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

A Real-Time Coordinator is responsible for real-time and intraday management of resources to ensure the best possible performance is delivered day-to-day across Email, Messaging, and Voice Lines of Business.

Job Responsibility:

  • Manage the volume of different channels, ticket distribution, scheduling, program break and lunch schedules, ad hoc schedule adjustments, and ensure schedule adherence
  • Monitor incoming volumes in real-time and arrange additional coverage as needed
  • Work closely with the management team to analyze and help improve support delivery
  • Assist leadership in time tracking accuracy for all agents
  • Support with reporting distribution, where needed by other team members
  • Assist with projects and other duties as requested or assigned
  • Efficiently manage the team utilization using our WFM and CX Tools
  • Support with scheduling or schedule management where needed
  • Able to maintain strict confidentiality

Requirements:

  • 3+ years experience in a Workforce, Real-Time, or Business Analysis role is required
  • Amazing work ethic
  • Previous experience in using CX platforms (Zendesk preferred)
  • Attention to detail and a high level of accuracy
  • Ability to multitask, focus, and complete reports for extended periods
  • Ability to take initiative, communicate effectively, and ask questions
  • Enjoy working in a collaborative environment and are a team player
  • Ability to quickly learn and master new systems
  • Basic level of Google/Sheets/Microsoft Excel skills, including formatting, and an appetite for learning how to use formulas!
  • Connection to our core values: Be Humble, Take Ownership, Care for Others, Embrace Growth, and Manifest Trust
What we offer:
  • Flexible working arrangements
  • Competitive Base Salary
  • Generous paid vacation
  • Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
  • Competitive retirement benefits
  • Access to free posture-based fitness workouts from home paid Sabbatical Leave
  • Training opportunities provided by Crescendo and outside entities
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Additional Information:

Job Posted:
December 07, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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