Workforce Real-Time Coordinator

📋 Description

• Real-time intraday coordination for Customer Department and distribution ops.
• Monitor channels/workflows using CxOne/IEX; manage volumes, adherence, shrinkage, variances.
• Adjust staffing, schedules, routing, breaks; ensure optimal coverage.
• Escalate risks and implement real-time actions to sustain service levels.
• Coordinate outage/incident comms across IT, Ops, and site leadership.
• Provide frontline WFM support: attendance, requests, texting, and small changes.

🎯 Requirements

• 1+ years in workforce management, real-time monitoring, or contact centers.
• Experience with NICE CxOne, IEX or similar WFM platforms preferred.
• Strong analytical skills; ability to interpret trends and act quickly.
• Excellent communication; ability to escalate and collaborate clearly.
• Ability to manage multiple priorities in fast-paced settings.
• Proficiency in Excel/Word with strong attention to detail.

🎁 Benefits

• Free eye exams for your entire family
• Deep discounts on lenses, glasses, and services
• Amazing healthcare coverage
• 401(k) match
• Flexible PTO
• Tuition reimbursement