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. Work closely with Operations to respond to changing conditions, mitigate risks to service levels, and drive performance through timely, data-driven decisions.

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.

• 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.

• 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 presente conditions and emerging business needs.

• 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 real-time operations, ensuring alignment between Workforce Management and Operations throughout the day.

Qualifications

• Knowledge of real-time 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 Windows-based 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.

📌 Real Time Coordinator - Cancun (Quintana Roo)
🏢 ONE OPen Exchange Network
📍 Quintana Roo