Workforce Real Time Coordinator Job at Crescendo

Real Time Analyst

We are looking for a Real Time Analyst to support contact center performance thr...

Location

United States , Minnetonka

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Experience working in a contact center, customer service environment, or workforce management function
Proficiency with Microsoft Excel, Word, Outlook, and other Microsoft Office applications
Familiarity with real-time monitoring tools and workforce management systems, including platforms such as Five9 or Verint
Strong analytical ability with the skill to interpret operational data and make sound recommendations quickly
Ability to manage competing priorities and respond effectively in a fast-moving call center setting
Understanding of service level metrics, staffing concepts, and day-of-operation performance management
Experience using ticketing systems and maintaining accurate operational documentation
Clear written and verbal communication skills with the ability to collaborate across teams and leadership groups

Job Responsibility

Monitor real-time contact center activity to track staffing levels, queue performance, and service delivery throughout the day
Evaluate call volume patterns and agent availability, then recommend schedule or workload adjustments to improve operational efficiency
Use workforce management and monitoring platforms such as Five9 and Verint to identify issues and support daily performance targets
Communicate intraday updates, risks, and performance concerns to leadership and relevant support teams in a clear and timely manner
Analyze performance data and prepare reports that help stakeholders understand trends related to service levels, productivity, and resource utilization
Coordinate with supervisors and operations teams to address unexpected changes in demand, attendance, or system-related disruptions
Maintain accurate records in ticketing and management systems while following established contact center processes
Support continuous improvement efforts by identifying optimization opportunities within real-time operations and workforce planning activities

What we offer

medical
vision
dental
life and disability insurance
company 401(k) plan

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

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

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

New

Manager, Employee Engagement

As the Employee Engagement Manager, you are responsible for executing and managi...

Location

United States , Puyallup, Washington, Everett, Washington

Salary:

121494.53 - 182241.79 USD / Year

Comcast Advertising

Expiration Date

Until further notice

Requirements

Bachelor's Degree
5-7 Years relevant work experience
Strong organizational skills, follow through and demonstrated leadership
Exceptional verbal and written communication skills
Ability to identify and recommend new approaches to maintain efficient and effective programs and services
Experience leading diverse project teams to successful outcomes
A change ambassador who can work effectively in a matrixed and dynamic environment
Team-oriented and works well in a collaborative environment
Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) required
Consistent exercise of independent judgment and discretion in matters of significance

Job Responsibility

Support development of and manage engagement strategies and approaches based off employee data analytics
Data analysis to identify and analyze operational challenges related to the workforce
and develop engagement solutions consistent with business realities
Partner with HR and business leadership to develop and implement Organizational Health Action Plans using data as a guide
Manage and support talent planning at the director and below level
Manage key employee engagement programs, including performance management and employee recognition programs
Conducts proactive employee engagement training and exercises and coordinates escalation follow up in support of our organizational health strategy
Oversight of onboarding programs and new leader assimilation exercises
Create and deploy audience specific communication and education on engagement programs to promote positive outcomes
Collaborate with diverse cross-functional teams to identify and implement regular enhancements to engagement programs as part of continuous improvement efforts to drive Organizational Health Excellence

What we offer

Medical, prescription, vision, and dental insurance for eligible employees
401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay
Paid time off including eight observed company holidays and flex time
Exclusive perks + discounts, including tuition assistance, commuter benefits and more

Fulltime

New

Ts Cross Technology Systems Integration Specialist

The Collaboration Technical Services (TS) Systems Integration Specialist is a se...

Location

India , Bangalore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Seasoned understanding and appreciation of technical design and business principles
Seasoned project fundamental and administration ability
Seasoned project skills which are demonstrated in the execution of installations and other assignments
Excellent customer engagement skills
Demonstrate relevant domain specialist knowledge
Excellent verbal communication skills
Client focused and displays a proactive approach to solving problems
Ability to work under pressure
Ability to coach, mentor and provide guidance to team members
Bachelor's degree or equivalent in Information Technology or Computing or a related field

Job Responsibility

Interacts with clients on site and remote to meet complex requirements of a solution
Escalates unresolved problems and issues to the relevant third parties
Responds to escalated client requests
Escalates complex problems to the relevant third parties
Writes reports and proposals and completes and maintains project documentation
Assists with the documentation of standard operating procedures relating to installations and fixes
Acts as coach and mentor to more junior Implementation Engineers and Technicians
Assumes responsibility for the coordination of the activities of the junior Engineers, in line with performance targets
Included in higher complexity design work, with input to the design expected
Expected to take ownership of relevant technologies according to domain or specialization

Fulltime

New

Senior Manager, Workforce Management

The Senior Manager, Workforce Planning leads workforce planning, scheduling, rea...

Location

United States , Tempe

Salary:

113900.00 - 189900.00 USD / Year

W. W. Grainger

Expiration Date

Until further notice

Requirements

Bachelor's Degree required
7+ years in service center, contact center, workforce management, operations planning, business intelligence, or related operational analytics environments required
3+ years using workforce management tools, telephony systems, automated call distribution technologies, and related reporting or analytics platforms required
Knowledge of workforce management principles, including forecasting, capacity planning, scheduling, real-time resource management, interval-level service drivers, staffing models, and service level performance management
Experience using workforce management, telephony, and automated call distribution tools such as Aspect, Blue Pumpkin, IEX, Avaya, Cisco, or comparable systems to support contact center planning, reporting, and operational decision-making
Experience developing workforce analytics, performance reports, operational metrics, and root-cause insights that identify improvement opportunities and support leadership decisions in a contact center or service center environment
Knowledge of multi-site contact center operations, system interdependencies, technology roadmaps, contingency planning, budget inputs, and continuous improvement practices that support scalable and resilient workforce operations

Job Responsibility

Lead and develop the Workforce Management team by setting objectives, coaching performance, identifying training needs, and building team capability across workforce planning, scheduling, and real-time resource management
Establish standardized workforce management practices, policies, procedures, metrics, and governance to improve resource utilization, service level performance, operational consistency, and accountability across the Contact Center network
Develop staffing models, forecasts, schedules, and capacity plans that balance customer demand, labor availability, productivity, service level goals, staffing flexibility, and cost-to-serve objectives
Direct real-time resource management by monitoring service level performance, identifying variance drivers, coordinating operational adjustments, and supporting timely decisions that improve customer experience and efficiency
Provide reporting, analytics, and performance insights to Contact Center leadership by translating workforce, telephony, productivity, and operational data into clear recommendations for business decisions
Evaluate workforce management tools, telephony platforms, automated call distribution technologies, and related systems to support a technology roadmap that improves capability, efficiency, data quality, and scalability
Partner with senior leadership and Contact Center stakeholders to make workforce and service challenges visible, recommend solutions, manage budget planning inputs, and balance service performance, cost, staffing flexibility, and business priorities
Lead continuous improvement, contingency planning, and disaster recovery efforts to strengthen operational resilience, standardize scalable process improvements, and support Contact Center strategy

What we offer

Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing
18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year
6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required
Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools
Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents

Fulltime

Customer Experience and OTC Manager

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Doctorate degree and 2 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment OR Master’s degree and 4 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment OR Bachelor’s degree and 8 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment OR 2–4 years of people management experience, preferably in a global or shared services model
Fluent Spanish and English required
French or Portuguese proficiency is a plus
Strong experience with SAP ECC and S/4HANA, specifically within Order-to-Cash (OTC) processes

Job Responsibility

Manage day-to-day customer service and order-to-cash operations within the Amgen Colombia hub
Lead and manage daily operations of assigned customer service teams, ensuring delivery of best-in-class customer experience
Drive improvements in customer satisfaction, response times, resolution quality, and service reliability
Act as a partner concern point for complex customer issues, ensuring timely resolution and root cause mitigation
Ensure consistent execution of global GCX-OTC service models, procedures, SLAs, and critical metrics across the organization
Oversee OTC activities within scope, including customer master data, order management, customer inquiries, product and distribution complaints, and dispute resolution
Ensure adherence to global OTC processes, controls, and performance standards
Maintain audit-ready documentation and adherence to controlled SOP environments
Partner closely with Finance, Accounting, Supply Chain, Quality, Compliance, Commercial, Technology/IS, and outsource partners to resolve issues and optimize workflows
Support alignment and harmonization of service processes across commercial and digital customer channels

Fulltime

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Workforce Real Time Coordinator

Job Description

Job Responsibility

Requirements

What we offer

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