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 Options:

• Tuesday–Saturday or Sunday–Thursday
• 7:00 AM – 4:00 PM or 8:00 AM – 5:00 PM
• Weekend flexibility is essential.

About Us

At Crescendo, we’re not just supporting customers—we’re shaping the future of customer experience in the age of AI.

We combine deep operational expertise with smart technology to help global brands stay always-on and ahead of the curve. But the real engine behind everything we do? Our people.

This is a place for builders, thinkers, and problem-solvers—where curiosity is encouraged, ideas move fast, and careers don’t stand still. If you’re looking for meaningful work and real growth, you’ll find it here.

Welcome to Crescendo. Welcome to what’s next.
 

The Role

This role sits at the heartbeat of our operations.

As a Real-Time Workforce Coordinator, you won’t just follow schedules—you’ll actively shape them. You’ll monitor what’s happening live, anticipate what’s coming next, and make quick, smart decisions that keep everything running smoothly.

From adjusting staffing in real time to spotting risks before they escalate, your work directly impacts team performance and customer experience. It’s fast-paced, data-driven, and highly visible.

If you enjoy thinking on your feet and making decisions that matter now, you’ll thrive here.

What You’ll Do:

• Keep a constant pulse on live operations—tracking adherence, performance, and queue health
• Make real-time staffing adjustments to meet demand across chat, email, and voice
• Update schedules dynamically to ensure the right coverage at the right time
• Spot issues early—whether it’s performance dips, staffing gaps, or adherence risks
• Work closely with Operations and WFM teams to stay aligned and responsive
• Turn data into clear insights and actionable recommendations
• Monitor key metrics like service levels, handle time, and queue performance
• Support weekend planning and act as a go-to contact when needed
• Maintain clean, accurate reporting with strong attention to detail

What We Expect From You:

• At least 2 years of experience in Workforce Management, contact center operations, or data analysis
• Hands-on experience with real-time monitoring tools (Assembled is a plus)
• Advanced Excel or Google Sheets skills—you’re comfortable building, not just using
• Solid understanding of WFM metrics (SLAs, shrinkage, service levels)
• Strong attention to detail and the ability to spot what others might miss
• Confidence communicating insights with both teams and stakeholders
• A proactive, solutions-focused mindset
• Experience in a BPO or outsourcing environment is a bonus

Nice to Have:

• Familiarity with UKG, Zendesk, or similar platforms
• Exposure to SQL, Python, Power BI, or Tableau

What You’ll Get In Return:

• A culture that genuinely invests in your growth
• Exposure to global brands and diverse teams
• Hybrid work flexibility
• Competitive salary and generous paid time off
• Comprehensive health coverage (medical, dental, vision)
• Wellness support, including at-home fitness programs
• Continuous learning and career 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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To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.