Workforce Real Time Coordinator Job at Crescendo

Real Time Analyst

We are seeking a Real-Time Analyst (RTA) to serve as a primary layer for live op...

Location

Salary:

Not provided

Clipboard

Expiration Date

Until further notice

Requirements

Proven experience in real-time operations, workforce management, or queue governance roles within high-volume, time-sensitive environments
Advanced proficiency in Google Sheets, including the ability to manipulate large datasets, build forensic audits from scratch, and automate manual processes
Demonstrated ability to perform root-cause analysis and investigative work, translating noisy or ambiguous data into clear operational insights
Strong independent judgment and comfort operating autonomously in high-pressure situations with minimal oversight
Excellent written communication skills, with the ability to summarize complex queue dynamics into clear, jargon-free narratives for diverse stakeholders
Experience working across multiple operational workflows or lines of business, with an understanding of how upstream and downstream changes impact live performance
Comfort with non-traditional schedules and a willingness to adapt working hours based on operational need

Job Responsibility

Own real-time queue management across multiple lines of business, ensuring SLA protection and operational stability in a dynamic, 24/7 environment
Monitor live performance, identify anomalies, and conduct root-cause investigations to determine why changes are occurring, not just what is happening
Distill complex operational signals into clear, concise, and actionable updates for leadership and stakeholders during high-pressure incidents
Exercise independent judgment to resolve outliers and crisis situations that fall outside established SOPs, particularly during off-hours or low-support periods
Build and maintain forensic analyses of queue performance using Google Sheets, including large data manipulation, ad-hoc modeling, and automated tracking tools
Serve as a control function and voice of reason during incidents, coordinating actions, documenting decisions, and ensuring consistent execution of operational levers
Partner with Operations, and related teams to identify systemic risks, recurring issues, and opportunities for operational improvement
Support the development of governed, threshold-based alerting and guardrails for queue management, aux swapping, and outbound logic
Maintain a mission-first mindset with flexibility in working hours to support true 24/7 coverage as part of a small, highly interdependent team

Fulltime

Associate WFM Analyst, LiveCall

The Real-Time Coordinator is responsible for monitoring and managing intraday pe...

Location

United States , Peachtree Corners

Salary:

Not provided

ResMed

Expiration Date

Until further notice

Requirements

Minimum 2 years in a real-time or workforce management role within a contact center environment
Hands-on experience with Five9 or similar telephony platforms and Verint Workforce Management software
Strong understanding of contact center KPIs (ASA, SL, AHT, shrinkage, occupancy)
Proficiency in Microsoft Excel and reporting tools
familiarity with CRM systems is a plus
Excellent problem-solving skills and ability to make quick, data-driven decisions under pressure
Strong communication skills for effective coordination across multiple teams

Job Responsibility

Continuously monitor real-time call volume, queue performance, and agent adherence using Five9 dashboards and Verint WFM tools
Adjust schedules, skill assignments, and routing strategies to maintain service level agreements (SLAs)
Respond promptly to unforeseen events such as call spikes, outages, or staffing shortages by implementing contingency plans
Execute intraday schedule changes, including breaks, lunches, and off-phone activities, to align with forecasted demand
Collaborate with Workforce Manager to analyze trends and recommend adjustments to improve efficiency
Maintain accurate records of schedule changes and adherence metrics for reporting and compliance purposes
Utilize Five9 reporting tools to track agent performance, occupancy, and queue health
Generate and distribute real-time and end-of-day performance reports to leadership and stakeholders
Ensure integration and data accuracy between Five9, Verint WFM, and CRM systems
Serve as the primary point of contact for real-time operational updates to supervisors and team leads

What we offer

comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance
three weeks Paid Time Off (PTO) in their first year of employment
11 paid holidays plus 3 floating days
eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave

Fulltime

Real Time Analyst

We are seeking a Real-Time Analyst (RTA) to serve as a primary layer for live op...

Location

Salary:

Not provided

Clipboard

Expiration Date

Until further notice

Requirements

Proven experience in real-time operations, workforce management, or queue governance roles within high-volume, time-sensitive environments
Advanced proficiency in Google Sheets, including the ability to manipulate large datasets, build forensic audits from scratch, and automate manual processes
Demonstrated ability to perform root-cause analysis and investigative work, translating noisy or ambiguous data into clear operational insights
Strong independent judgment and comfort operating autonomously in high-pressure situations with minimal oversight
Excellent written communication skills, with the ability to summarize complex queue dynamics into clear, jargon-free narratives for diverse stakeholders
Experience working across multiple operational workflows or lines of business, with an understanding of how upstream and downstream changes impact live performance
Comfort with non-traditional schedules and a willingness to adapt working hours based on operational need

Job Responsibility

Own real-time queue management across multiple lines of business, ensuring SLA protection and operational stability in a dynamic, 24/7 environment
Monitor live performance, identify anomalies, and conduct root-cause investigations to determine why changes are occurring, not just what is happening
Distill complex operational signals into clear, concise, and actionable updates for leadership and stakeholders during high-pressure incidents
Exercise independent judgment to resolve outliers and crisis situations that fall outside established SOPs, particularly during off-hours or low-support periods
Build and maintain forensic analyses of queue performance using Google Sheets, including large data manipulation, ad-hoc modeling, and automated tracking tools
Serve as a control function and voice of reason during incidents, coordinating actions, documenting decisions, and ensuring consistent execution of operational levers
Partner with Operations, and related teams to identify systemic risks, recurring issues, and opportunities for operational improvement
Support the development of governed, threshold-based alerting and guardrails for queue management, aux swapping, and outbound logic
Maintain a mission-first mindset with flexibility in working hours to support true 24/7 coverage as part of a small, highly interdependent team

Fulltime

Workforce Management Scheduling Analyst

The Workforce Management Scheduling Analyst is responsible for owning workforce ...

Location

United States

Salary:

55000.00 - 60000.00 USD / Year

Aura

Expiration Date

Until further notice

Requirements

4+ years of workforce management experience in a contact center environment
Strong expertise in workforce scheduling within a 24/7, multi-channel contact center environment
Experience scheduling for voice, chat, email/casework, and outbound support channels
Hands-on experience with Verint Workforce Management (required)
Experience working with a cloud contact center platform such as Five9 (preferred)
Strong understanding of workforce management concepts including service level, occupancy, shrinkage, schedule adherence, and staffing coverage
Experience supporting intraday workforce management operations
Strong analytical and problem-solving skills with the ability to identify operational risks and staffing gaps
Advanced Excel and reporting skills
Strong organizational and communication skills with the ability to manage complex scheduling environments

Job Responsibility

Own workforce scheduling for a 24/7, 365 multi-channel customer support operation including inbound voice, outbound calling, chat, and email/ casework
Develop and maintain optimized agent schedules that align with forecasts, staffing plans, and service level targets
Design shift structures, break and lunch placements, and staffing patterns to ensure adequate coverage during peak demand periods
Own the shift bid process including planning, schedule generation, communications, and implementation of new shift assignments
Establish and maintain scheduling governance policies including schedule change procedures, adherence exceptions, and schedule modification standards
Manage and administer daily PTO allotments within the scheduling platform to balance agent availability with service level requirements
Schedule recurring operational activities including meetings, trainings, coaching sessions, and company-wide events such as town halls while maintaining appropriate staffing coverage
Monitor schedule adherence trends and enforce adherence governance policies in partnership with CX leadership
Proactively identify potential coverage gaps, staffing risks, or skill-based constraints across channels, departments, or agent skill groups
Manage agent skill and queue assignments within workforce and telephony platforms as agents complete training or operational priorities shift, ensuring load balancing and optimal agent availability

What we offer

Generous health and wellness benefits
Retirement savings plans
Parental leave

Fulltime

New

Regional People Consultant

Be part of the team behind one of the world’s most iconic venues. Constellation,...

Location

United Kingdom , London

Salary:

Not provided

14forty

Expiration Date

Until further notice

Requirements

Experience in hospitality, events, or high-volume operational environments
Understanding of event-based staffing or workforce coordination
Experience supporting recruitment or onboarding processes
Strong organisational and time management skills
Ability to work under pressure and manage multiple priorities
Confident communicator, able to build relationships with diverse teams
Strong attention to detail and accuracy
Proactive problem solver with a flexible approach

Job Responsibility

Coordinate end-to-end staffing across hospitality, retail, and support functions
Build strong relationships with venue and operations teams, aligning staffing plans with event requirements
Forecast staffing needs based on event schedules, ensuring accurate and agile rostering
Manage staffing assignments through workforce management systems (e.g. Ubeya), including bookings and real-time updates
Ensure all events are fully staffed to agreed service levels
Partner with internal resourcing teams to attract high-quality candidates
Support candidate screening, pre-interviews, and assessment processes
Assign staff to roles based on skills, experience, and suitability
Support onboarding and on-site inductions for new starters
Build and maintain a strong, reliable variable workforce

What we offer

23 days annual leave + time off in lieu
Opportunity to support other Constellation venues as required

Fulltime

Director of Americas Regional Facilities

Meta is seeking a dynamic and experienced professional to join our Global Workpl...

Location

United States , Menlo Park

Salary:

204000.00 - 262000.00 USD / Year

Real-Time Operations Specialist

Be the "air traffic controller" of our Revenue Center, managing real-time queues...

Location

United States

Salary:

20.00 - 22.00 USD / Hour

LoadUp

Expiration Date

Until further notice

Requirements

2+ years in a call center, workforce management, or operations support role
Familiarity with CRM, telephony, or WFM tools
strong understanding of call center metrics (SLAs, occupancy, etc.)
Analytical Mindset: Ability to make quick, data-driven decisions during high-volume periods
Excellent coordination skills to work seamlessly with agents and leadership
Ability to work a Tuesday – Saturday schedule in the office

Job Responsibility

Monitor real-time call queues, agent states, and workload distribution to maintain SLA targets across Sales, Support, and Fulfillment
Identify call volume trends, spikes, or backlogs and take proactive action to mitigate service impact
Make real-time staffing adjustments, including break management, shift changes, and agent reassignments
Track schedule adherence, occupancy, and utilization, flagging risks or gaps to leadership
Generate and distribute daily and weekly workforce and performance reports
Partner closely with CX leadership and team leads to support daily workforce management needs
Support onboarding by helping new agents understand schedules, adherence expectations, and queue workflows

What we offer

Medical, Dental, Vision, and Life Insurance coverage
Flexible Spending Account (FSA) or Health Savings Account (HSA)
Generous Paid Time Off
401(k) with 5% Company Match
Employee Recognition Program
Monthly Lifestyle Stipends
Referral Rewards Program
Growth with Purpose

Fulltime

Finance Operations Manager

We are seeking a Finance Operations Manager with HR coordination responsibilitie...

Location

United States , Austin

Salary:

Not provided

dynaConnections

Expiration Date

Until further notice

Requirements

Over six years of experience in finance operations, accounting, or related roles within a SaaS or technology-focused company
Direct experience in managing AP/AR, coordinating the monthly close, budgeting, and financial reporting
Experience collaborating with external CPA firms, payroll providers, and HR consultants
Solid understanding of internal controls, audit preparedness, and leading financial practices
Prior experience with subscription-based or recurring revenue models (ASC 606) is necessary
Experience supporting HR operations and compliance in a growing organization is advantageous
Strong attention to detail and skill in handling sensitive, confidential information
Excellent written and verbal communication skills, with the ability to translate financial data into actionable insights
Initiative-driven, well-organized, and confident in a lean, founder-led environment
Highly experienced with QuickBooks or similar accounting software

Job Responsibility

Manage internal finance functions following U.S. Generally Accepted Accounting Principles (GAAP), including accounts payable, accounts receivable, invoicing, collections support, expense management, and cash flow tracking
Function as the primary internal liaison with the company’s external CPA firm for GAAP-compliant monthly closings, reconciliations, and financial reporting
Coordinate and supervise the monthly closing process to ensure accuracy, completeness, and timely delivery of financial data
Maintain precise financial records, supporting documents, and internal controls aligned with GAAP to ensure preparedness for audits and compliance
Prepare clear, leadership-ready GAAP-based monthly financial summaries, including budget-to-actual reports and variance analysis
Support annual budgeting, forecasting, and periodic reforecasting processes that adhere to GAAP reporting and management planning requirements, aligning with the company’s growth objectives
Coordinate documentation and data requests related to tax filings, audits, and compliance reviews managed by an external CPA firm
Monitor cash flow, payment schedules, vendor obligations, and collections efforts to ensure financial stability
Support subscription and recurring revenue operations, including billing coordination, GAAP-compliant revenue recognition per ASC 606, deferred revenue tracking, and reporting
Coordinate and maintain lease accounting in accordance with ASC 842, including identifying and classifying operating and finance leases, as well as recognizing and reconciling right-of-use (ROU) assets and lease liabilities

What we offer

Medical, Mental Health, and Prescription Drug Insurance
Dental Insurance
Vision Insurance
Gym Membership Benefits (Wellness Support)
Competitive Compensation
401(k) Retirement Plan
Stock Option Plan Eligibility
Basic Life Insurance
Insurance Protections (AD&D Insurance & Long-Term Disability Coverage)
Generous Paid Time Off (PTO)

Fulltime

Workforce Real Time Coordinator

Crescendo

Location:
United States

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
December 07, 2025

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Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:December 07, 2025

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