Summary/Objective
The Real-Time Coordinator (RTC) is responsible for intra-day workforce management and real-time monitoring of contact center operations to ensure service level and operational performance goals are achieved. This role focuses on real-time queue management, adherence tracking, scheduling of intra-day activities, and immediate staffing adjustments across multi-department contact center environments.
The RTC partners closely with Operations to respond to changing conditions, mitigate risks to service levels, and drive performance through timely, data-driven decisions. The role acts as the central command point for real-time 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 real-time monitoring via available tools (CXone, NICE IEX, dashboards, etc.)
and workforce management techniques to make intra-day adjustments that maximize resource efficiency and achieve service level goals and business objectives.
- Execute intra-day 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 off-phone activities, including trainings, meetings, coaching sessions, and other offline work, based on real-time conditions to minimize service level impact.
- Review, approve, or deny short-term PTO requests based on staffing conditions and proactively offer VTO when appropriate.
- Act as the primary point of contact for real-time operational incidents, including system outages, telephony issues, volume surges, and staffing shortages, and coordinate response and resolution.
- Execute intraday staffing plans provided by Workforce Management and adjust
📌 Real Time Coordinator Cancun (Cancún)
🏢 One
📍 Cancún