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.
- 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 actual 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 real-time 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 Real-Time Coordinator position require a High School Diploma; combined with 1-3 years of contact center, Workforce Management, or operations experience.
- Knowledge: 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.
- 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
- Self-starter/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 fast-paced situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.
