Real-Time Coordinator
Role Details
Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Workforce Management
Contract Duration: Temporary | 60 Days
Training Schedule: Monday to Friday, 8:00 am - 5:00 pm | Weekends off
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: November 05, 2026
About Us
Crescendo is an AI-powered solutions company that transforms how businesses engage with their customers. We believe customer interactions should be seamless, personalized, and impactful.
Our people are at the heart of what we’re building. At Crescendo, you’ll join a team of driven builders addressing complex challenges where AI, software, and customer experience come together. We foster a flexible and inclusive culture with opportunities for mentorship, growth, and meaningful impact, while pushing the boundaries of what’s possible with AI-powered customer engagement
The Role
In this role, you'll serve as the liaison between Workforce Management (WFM) and live operations, using real-time insights to guide staffing decisions and respond to changing business needs. You'll use independent judgment to prioritize service-level risks, coordinate schedule adjustments, and provide clear direction to team leads. You'll also maintain detailed records of operational decisions and identify recurring trends to help improve forecasting and resource planning.
The ideal candidate is analytical, decisive, and proactive, with the ability to assess situations quickly, communicate confidently, and coordinate effective responses in a fast-paced environment.
What You’ll Do:
- Monitor real-time staffing levels, queue volumes, service levels, and WFM alerts to identify coverage gaps and potential operational risks.
- Analyze intraday performance data to make timely staffing, routing, and coverage decisions aligned with operational targets.
- Coordinate real-time schedule adjustments, including break and lunch changes, overtime activation, and cross-queue support, to maintain adequate coverage.
- Adjust channel and queue routing based on changing demand, staffing availability, and operational priorities.
- Partner closely with live operations teams, communicating staffing concerns, service level risks, and recommended actions to team leads and key stakeholders.
- Coordinate responses to unexpected volume spikes, staffing shortages, and service disruptions to minimize operational impact.
- Proactively identify service level risks and implement timely corrective actions to support performance goals.
- Document intraday decisions, adjustments, and outcomes to maintain accurate operational records and support follow-up actions.
- Identify recurring trends in staffing, queue volumes, and intraday performance, sharing insights with WFM to support forecasting and capacity planning.
- Assess the impact of real-time adjustments and recommend process improvements to strengthen operational efficiency and service delivery.
What We Expect From You:
- Experience working as a Real-Time Analyst, Real-Time Coordinator, or in a Workforce Management (WFM) role within a contact center or customer support environment.
- Strong analytical and problem-solving skills, with the ability to interpret real-time performance data and identify operational risks.
- Sound judgment and the ability to make timely, informed decisions in fast-paced environments, even when information is incomplete.
- Strong prioritization skills, with the ability to balance competing demands based on urgency, service level impact, and business needs.
- Excellent communication skills, with the ability to provide clear, actionable recommendations and coordinate effectively with Operations and WFM stakeholders.
- A proactive, solutions-oriented mindset with the ability to anticipate challenges and respond effectively to changing operational conditions.
- Strong organizational skills and attention to detail, particularly when documenting decisions, tracking adjustments, and evaluating outcomes.
- Familiarity with workforce management tools, scheduling platforms, real-time monitoring systems, and contact center performance metrics.
- Understanding of queue management, intraday staffing, service level targets, and the operational needs of multiple channels or programs.
- The ability to adapt quickly to changing priorities, collaborate across teams, and learn new systems and processes.
What You’ll Get In Return:
- Competitive base salary
- Generous paid time off
- Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
- Access to free posture-based fitness workouts from home, paid Sabbatical Leave
- Training and professional development opportunities
Company Culture
Proudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives. Our core values define our operational standard and give us our edge. They set the bar for how we execute, innovate, and partner with the world's leading brands.
- Care for Others: Empathy drives high performance. When our teams and partners thrive, the operational mission succeeds.
- Embrace Growth: Curiosity fuels progress. Take calculated risks, sharpen your technical and operational edge, and push boundaries.
- Manifest Trust: Trust is our primary currency. Earn it through execution, protect it fiercely, and build seamless collaboration.
- Take Ownership: Act with extreme accountability and integrity. Decisive action drives lasting impact.
- Be Humble: Humility unlocks better ideas. Listen actively, elevate collective intelligence, and maintain a continuous learning mindset.
Crescendo is an equal-opportunity workplace. We champion diversity, inclusion, equity, and belonging as core pillars of how we operate. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other legally protected status. Qualified applicants with criminal histories will also be considered in a manner consistent with legal requirements.
We are committed to full inclusion. If you require reasonable accommodations to participate in the application or interview process, please contact us at careers@crescendo.ai.
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