Workforce Management Specialist
Role Details
Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Workforce Management
Contract Duration: Temporary | 7 weeks
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: November 05, 2026
About Us
Crescendo is the AI-native customer experience platform built to run a company’s entire CX operation in one connected system. We bring together customer support, workforce management, quality, and knowledge, with specialized AI agents doing the work and people guiding it.
Over the past year, AI-handled volume on our platform grew 600%. Brands like Grindr, Headspace, and Nothing Bundt Cakes trust Crescendo, and Newsweek recognized us as a 2026 AI Impact Awards winner.
Our mission is to deliver exceptional customer experiences that propel organizations, combining an AI-native CX platform with CX expertise to deepen trust and drive business impact. Join us and help shape what comes next.
The Role
As a Real-Time Coordinator/ WFM Specialist within the Workforce Management (WFM) department, you will oversee real-time and intraday operations to ensure staffing levels align with forecasted contact volumes and service level targets. You will proactively monitor operational performance, identify emerging risks, and exercise independent judgment to prioritize service level concerns, coordinate schedule adjustments, and provide clear, actionable direction to Team Leads.
You will also maintain accurate records of intraday decisions and interventions, analyze recurring trends, and provide insights to support continuous improvements in forecasting, scheduling, and resource planning.
The ideal candidate is analytical, decisive, and proactive, with strong communication and problem-solving skills. They can quickly assess changing operational conditions, make sound decisions under pressure, and coordinate effective responses in a fast-paced, service-driven environment.
What You’ll Do:
- Monitor staffing levels, queue volumes, service levels, schedule adherence, and WFM alerts to identify capacity gaps and potential operational risks.
- Analyze real-time data to recommend and coordinate staffing, scheduling, and coverage adjustments that support service level targets and business objectives.
- Coordinate intraday schedule adjustments, including break and lunch changes, overtime activation, and cross-queue support, following established policies and approval guidelines.
- Coordinate channel and queue routing adjustments with relevant stakeholders based on changing demand, staffing availability, and operational priorities.
- Communicate capacity constraints, service level risks, and recommended actions to Team Leads and key stakeholders in a timely manner.
- Coordinate responses to unexpected volume spikes, staffing shortages, and service disruptions, prioritizing actions based on urgency and business impact.
- Anticipate potential service level risks, assess available options, and implement corrective actions or escalate issues as needed.
- Identify recurring patterns in staffing, schedule adherence, and volume, sharing actionable insights with WFM and Operations Leadership to support forecasting, scheduling, and capacity planning.
- Evaluate the effectiveness of intraday interventions and contribute to process improvements and initiatives that enhance WFM efficiency and operational performance.
What We Expect From You:
- Strong analytical and problem-solving skills, with the ability to interpret real-time data, identify trends, and assess operational risk.
- Sound judgment and decisiveness when making time-sensitive decisions, including situations involving incomplete or rapidly changing information.
- Strong prioritization skills and the ability to balance competing demands based on urgency, customer impact, and business objectives.
- Clear, confident communication skills, with the ability to translate data into actionable guidance and coordinate responses during operational incidents.
- A proactive mindset, with the ability to anticipate potential issues, identify practical solutions, and take appropriate action before problems escalate.
- Strong organizational skills and attention to detail, particularly when documenting decisions, maintaining operational records, and tracking outcomes.
- Familiarity with workforce management tools, scheduling platforms, and real-time monitoring systems.
- An understanding of contact center operations, service level metrics, queue management, schedule adherence, and intraday staffing practices.
- The ability to adapt quickly to changing operational conditions and collaborate effectively across WFM and Operations.
- A willingness to learn new systems, processes, and analytical techniques to improve operational performance.
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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