Workforce Management Real Time Coordinator

Location: Remote
Work Type: Full Time Regular
Job No: 505266
Categories: Administrative/Support
Application Closes: Closes Oct 2, 2026

We are seeking a detail-oriented professional to manage real-time (intra-day) operations and resource optimization for our Service Contact Center. This role ensures an exceptional experience for both customers and employees by translating staffing forecasts into efficient schedules and making real-time adjustments to meet business goals.

• Regular hours are 7:00 a.m. to 3:30 p.m. central time. Flexibility is required, as occasional shifts from 10:30 a.m. to 7:00 p.m. central time may be necessary to support operational needs.

WHAT WE CAN OFFER YOU:

• Hourly Wage: $24.50 -$25.00 an hour, plus annual bonus opportunity
• 401(k) plan with a 2% company contribution and 6% company match.
• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.

WHAT YOU'LL DO:

• Monitor daily workload volumes and communicate with leadership based on business needs.
• Identify workflow bottlenecks and escalation issues that may impact service levels or production goals.
• Review production reports (Tableau Reporting) and analyze trends to improve operational performance.
• Monitors real-time performance for approx 85-100 associates using tools like NICE, Salesforce, CC Pulse, Tableau, and AWS to make intra-day staffing adjustments and meet service level goals.
• Analyzes current and historical performance trends, conducts real-time re-forecasting, and collaborates with operations to align with business objectives.
• Manages workforce schedules in WFM software, including updates for exceptions, absenteeism, and shift changes.
• Partner with supervisors and managers to address staffing needs and workload balancing. Support continuous improvement initiatives to increase efficiency and enhance customer service.

WHAT YOU’LL BRING:

• Strong analytical and technical skills with the ability to interpret data and make informed business decisions; keen attention to detail.
• Strong proficiency in Excel.
• Thrives in high-pressure, fast-paced environments with the flexibility to adapt to shifting priorities and deadlines.
• Highly organized with the ability to manage multiple tasks or projects simultaneously.
• Proactive problem-solver with strong communication skills; able to work independently or collaboratively to drive results.
• Demonstrates professionalism, integrity, and the ability to build strong relationships across all levels of the organization.
• You promote a collaborative culture, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.

PREFERRED:

• Must have 1-3 years of relevant experience managing scheduled and intraday adjustments.
• Proven experience using Tableau for operational or performance reporting
• Proficient in NICE for schedule management, exception handling, and intraday updates
• Strong Excel skills, including use of formulas and data organization for workforce management or reporting purposes

Together we achieve greatness. Not only is this a core value, but it is also representative of the kind of place we are - built by the strength and integrity of our employees. It’s why we’re named a “Great Place to Work”.

Surround yourself with an authentic and inclusive culture. Your strengths and differences will be valued and celebrated by a diverse community of co-workers.