Real‑Time Coordinator

About the role

Crescendo is seeking a Real‑Time Coordinator to act as the bridge between Workforce Management and live operations. You will use real‑time data to make staffing decisions, adjust schedules, and mitigate service‑level risks in a fast‑paced contact‑center environment.

Key responsibilities

• Monitor real‑time staffing levels, queue volumes, service levels and WFM alerts to spot coverage gaps.
• Analyze intraday performance data and make timely staffing, routing and coverage decisions.
• Coordinate schedule adjustments such as break changes, overtime activation and cross‑queue support.
• Partner with live‑operations teams to communicate staffing concerns and recommended actions.
• Document intraday decisions and outcomes to support follow‑up and reporting.

Required profile

• Experience as a Real‑Time Analyst, Real‑Time Coordinator or in Workforce Management within a contact‑center.
• Strong analytical, problem‑solving and judgment skills to act quickly under incomplete information.
• Excellent communication and prioritisation abilities to balance competing demands.
• Proactive, solutions‑oriented mindset with attention to detail in documentation.

Required skills

• Familiarity with workforce management tools and scheduling platforms.
• Experience with real‑time monitoring systems and contact‑center performance metrics.

What we offer

• Competitive base salary of $750 per month.
• Generous paid time off and comprehensive medical, dental and vision benefits.
• Access to free posture‑based fitness workouts, paid sabbatical leave and professional development opportunities.