Real-Time Coordinator

Role DetailsLocation: San Pedro Sula or TegucigalpaWork Arrangement: HybridType of Support: WFM-related tasksContract Duration: Full-TimeTraining Schedule: Monday - Friday; 8:00 am - 5:00 pm | Saturday / Sunday offWork Schedule: Slot 1: Tuesday - Saturday | Slot 2: Sunday - Thursday; 7:00 am - 4:00 pm or 8:00 am - 5:00 pm. Flexibility to work on the weekends is a must.Expected Start Date: April 9, 2026 About UsCrescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep.More than that, Crescendo is about people. We dont just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and lets build the future of customer experience together.Welcome to Crescendo. Welcome to whats next. The RoleThe Real-Time Coordinator can provide intraday insights to ensure the correct number of agents are scheduled to answer the forecasted phone, email, and chat volume at the desired service level.This position involves interpreting data, developing and implementing adjustments to staffing plans, agent schedules, and skill assignments to balance resources in real-time and for future planning, ensuring all service levels and performance guarantees are met. Uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect successThe ideal candidate can read data on sight and make recommendations on the strings to pull to drive the team to success. They should have customer support expertise and familiarity with reporting tools, including Microsoft Excel and Google Sheets. They will be expected to maintain several parallel reports with rigid detail and an eye for issues and improvementThe role objective is to ensure real-time schedule adherence and optimal channel coverage to meet service levels and drive operational efficiency.What Youll Do:Monitor agent adherence in real time using Assembled, tracking overbreaks, overlunches, late arrivals, and undertimesFlag adherence violations promptly and escalate to relevant stakeholders as neededStay active in the Assembled Slack notification channel, responding to and escalating alerts appropriatelyOwn and execute all schedule changes in Assembled, including offline time plotting (breaks, coaching, training, etc.)Ensure schedules remain accurate and up to date in real time to maintain coverage across all lines of businessManage nesting team updates and ad hoc schedule changes, keeping the partner WFM team informed via SlackMonitor queue demand across Chat, Email, and Voice channels and proactively recommend staffing adjustments when gaps are identifiedCoordinate with the internal Ops team and partner WFM team to maintain optimal coverage at all timesLog absences and time-off in Assembled to reflect accurate, real-time staffingCoordinate weekend coverage and overtime shifts, reaching out to associates as neededServe as the primary RTC point of contact on Saturdays when the partner's WFM team is offlineFlag overtime needs by line of business and communicate recommendations to Ops leadershipKeep Ops Leadership informed in real time on staffing, adherence, and queue performanceInterpret and communicate key metrics, including SLAs, handle time, and their operational impactPartner closely with both the internal team and the external WFM team via Slack to ensure seamless coordinationWhat We Expect From You:Minimum 2 years of experience in workforce management, contact center operations, or WFM data analysisHands-on experience with Assembled (scheduling, adherence monitoring, segment management)Advanced proficiency in Excel or Google Sheets, specifically building and maintaining reports, not just data entryDemonstrated ability to read and communicate workforce metrics: SLAs, shrinkage, service levels, and handle timeStrong attention to detail with a validation mindset: catches data irregularities before they become reporting errorsExcellent written and verbal communication; comfortable presenting to Ops leadership and external partnersExperience in a BPO or outsourcing environmentStrong problem-solving and critical thinking abilitiesHighly organized, accountable, and dependableBonusExperience with UKG as a utilization/tracking toolFamiliarity with ZendeskSQL, Python, Power BI, or Tableau exposureWhat Youll Get In Return:Be part of a people-first, values-driven organizationWork with innovative global partners and diverse teamsHybrid working arrangementsCompetitive base salaryGenerous paid time offComprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employeesAccess to free posture-based fitness workouts from homeTraining and professional development opportunitiesCompany Culture Is At Our CorennCore values give our work intention and our culture its edge. Theyre the standards we hold for ourselves, our partners, and each other.nnntCare for others: Empathy is a key driver. When people thrive, so does the mission.ntEmbrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.ntManifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel whats next.ntTake ownership: Bold choices with integrity at the core—thats how impact lasts.ntBe humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.nnnCrescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.nnWe are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

Created: 2026-04-04