Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: WFM-related tasks
Contract Duration: Full-Time
Training Schedule: Monday - Friday; 8:00 am - 5:00 pm | Saturday / Sunday off
Work Schedule: Slot 1: Tuesday - Saturday | Slot 2: Sunday - Thursday; 7:00 am - 4:00 pm or 8:00 am - 5:00 pm. Flexibility to work on the weekends is a must.
Expected Start Date: April 9, 2026
 

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.

Welcome to Crescendo. Welcome to what’s next.
 

The Role

The Real-Time Coordinator can provide intraday insights to ensure the correct number of agents are scheduled to answer the forecasted phone, email, and chat volume at the desired service level.
This position involves interpreting data, developing and implementing adjustments to staffing plans, agent schedules, and skill assignments to balance resources in real-time and for future planning, ensuring all service levels and performance guarantees are met. Uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect success
The ideal candidate can read data on sight and make recommendations on the strings to pull to drive the team to success. They should have customer support expertise and familiarity with reporting tools, including Microsoft Excel and Google Sheets. They will be expected to maintain several parallel reports with rigid detail and an eye for issues and improvement

The role objective is to ensure real-time schedule adherence and optimal channel coverage to meet service levels and drive operational efficiency.

What You’ll Do:

• Monitor agent adherence in real time using Assembled, tracking overbreaks, overlunches, late arrivals, and undertimes
• Flag adherence violations promptly and escalate to relevant stakeholders as needed
• Stay active in the Assembled Slack notification channel, responding to and escalating alerts appropriately
• Own and execute all schedule changes in Assembled, including offline time plotting (breaks, coaching, training, etc.)
• Ensure schedules remain accurate and up to date in real time to maintain coverage across all lines of business
• Manage nesting team updates and ad hoc schedule changes, keeping the partner WFM team informed via Slack
• Monitor queue demand across Chat, Email, and Voice channels and proactively recommend staffing adjustments when gaps are identified
• Coordinate with the internal Ops team and partner WFM team to maintain optimal coverage at all times
• Log absences and time-off in Assembled to reflect accurate, real-time staffing
• Coordinate weekend coverage and overtime shifts, reaching out to associates as needed
• Serve as the primary RTC point of contact on Saturdays when the partner's WFM team is offline
• Flag overtime needs by line of business and communicate recommendations to Ops leadership
• Keep Ops Leadership informed in real time on staffing, adherence, and queue performance
• Interpret and communicate key metrics, including SLAs, handle time, and their operational impact
• Partner closely with both the internal team and the external WFM team via Slack to ensure seamless coordination

What We Expect From You:

• Minimum 2 years of experience in workforce management, contact center operations, or WFM data analysis
• Hands-on experience with Assembled (scheduling, adherence monitoring, segment management)
• Advanced proficiency in Excel or Google Sheets, specifically building and maintaining reports, not just data entry
• Demonstrated ability to read and communicate workforce metrics: SLAs, shrinkage, service levels, and handle time
• Strong attention to detail with a validation mindset: catches data irregularities before they become reporting errors
• Excellent written and verbal communication; comfortable presenting to Ops leadership and external partners
• Experience in a BPO or outsourcing environment
• Strong problem-solving and critical thinking abilities
• Highly organized, accountable, and dependable

• Experience with UKG as a utilization/tracking tool
• Familiarity with Zendesk
• SQL, Python, Power BI, or Tableau exposure

What You’ll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• 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
• Training and professional development opportunities

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. 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 applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

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