Summary Objective
The RealTime Coordinator RTC is responsible for intraday workforce management and realtime monitoring of contact center operations to ensure service level and operational performance goals are achieved. This role focuses on realtime queue management, adherence tracking, scheduling of intraday activities, and immediate staffing adjustments across multidepartment contact center environments.
The RTC partners closely with Operations to respond to changing conditions, mitigate risks to service levels, and drive performance through timely, datadriven decisions. The role acts as the central command point for realtime operations, ensuring alignment between Workforce Management and Operations. The RTC is also responsible for approving and denying time off requests and offering voluntary time off opportunities when business conditions allow.
Key Responsibilities
Provide realtime monitoring via available tools CXone, NICE IEX, dashboards, etc. and workforce management techniques to make intraday adjustments that maximize resource efficiency and achieve service level goals and business objectives.
Execute intraday management strategies, including skill changes, queue prioritization, break and lunch adjustments, and offline activity management.
Track and manage agent adherence and attendance in real time, addressing variances promptly in partnership with Operations.
Schedule and manage offphone activities, including trainings, meetings, coaching sessions, and other offline work, based on realtime conditions to minimize service level impact.
Review, approve, or deny shortterm PTO requests based on staffing conditions and proactively offer VTO when appropriate.
Act as the primary point of contact for realtime operational incidents, including system outages, telephony issues, volume surges,



and staffing shortages, and coordinate response and resolution.
Monitor and manage queue backlogs across channels, including voice, chat, and email, rebalancing work and staffing assignments as needed.
Execute intraday staffing plans provided by Workforce Management and adjust in real time based on vigente conditions and emerging business needs.
Maintain constant communication with Operations teams and leadership by providing regular intraday updates that summarize performance, risks, actions taken, and recommended next steps.
Partner with Operations to drive adherence compliance, escalate repeated issues, and support corrective actions when needed.
Document significant intraday events and provide recaps of major variances, performance drivers, and opportunities for process improvement.
Serve as the central command point for realtime operations, ensuring alignment between Workforce Management and Operations throughout the day.
Other related duties as assigned.
Qualifications
Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
Education Applicants for the RealTime Coordinator position require a High School Diploma combined with 13 years of contact center, Workforce Management, or operations experience.
Knowledge Knowledge of realtime workforce management principles, contact center queue management, adherence, and key call center metrics,



including service level, occupancy, utilization, handle time, abandonment rate, and ASA. Ability to summarize, visualize, and present data and identify operational risks and trends.
Computer skills Must be proficient with Microsoft Excel and other Windowsbased programs Word, PowerPoint, etc. and able to organize and analyze data in a structured manner, create reports, and support intraday staffing decisions. Must also have working knowledge of NICE IEX, CXone, Aspect, Blue Pumpkin, or other workforce management software used to manage schedules, workflow, and statistical data.
Analytical skills Must possess strong analytical skills for reviewing information quickly, analyzing data, making sound intraday decisions, and providing recommendations for operational improvement.
Communication skills Must possess strong communication skills to ensure that leaders are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
Organizational skills Able to manage a range of tasks and prioritize their responsibilities, and meet deadlines
Selfstarter Teamwork abilities Must be able to work independently as well as function effectively as a member of a team
Ability to handle pressure Able to work effectively in a fastpaced situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow. Bolsa de trabajo México ofrecemos puesto de Real Time Coordinator Cancun para el sector de CallCenter Telemercadeo en la empresa OPEN NETWORK EXCHANGE de Benito Juárez. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Tiempo Completo.

📌 Real Time Coordinator Cancun (Benito Juárez)
🏢 Open Network Exchange
📍 Benito Juárez