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.

Expected Start Date: April 9, 2026

About Us

At Crescendo, we’re redefining what great customer experience looks like in the AI era. We blend deep outsourcing expertise with cutting-edge technology to deliver always-on, scalable support for global brands.

But what truly sets us apart? Our people.

We’re building a workplace where curiosity is encouraged, ideas are valued, and careers are accelerated. If you’re looking to grow, make an impact, and be part of something forward-thinking—this is your moment.

Welcome to Crescendo. Welcome to what’s next.

The Role

This isn’t just about monitoring schedules—it’s about keeping operations running at peak performance in real time.

As a Real-Time Workforce Coordinator / Real-Time Operations Analyst, you’ll be at the center of the action—analyzing live data, making fast decisions, and ensuring the right people are in the right place at the right time. Your work directly impacts customer experience, team performance, and business success.

You’ll collaborate closely with Operations and Workforce Management teams, acting as a key communicator between live operations and leadership. Every decision you make—whether reallocating resources, flagging potential issues, or recommending process improvements—helps drive efficiency and ensures our teams can deliver their best.

If you thrive in a fast-paced environment, enjoy working with data, and love solving problems on the fly, you’ll feel right at home here. This role offers a chance to make real-time, tangible impact every single day.

What You’ll Do:

• Keep a real-time pulse on operations by monitoring agent adherence and performance
• Make immediate, data-driven adjustments to staffing and schedules to meet demand
• Manage and update schedules dynamically, ensuring accurate coverage across all channels (chat, email, voice)
• Identify risks early—flagging adherence issues, staffing gaps, or performance dips
• Partner closely with Operations and WFM teams to maintain seamless coordination
• Communicate insights and recommendations clearly to stakeholders and leadership
• Track key metrics like service levels, handle time, and queue performance—and translate them into action
• Support weekend coverage planning and step in as the primary point of contact when needed
• Maintain clean, accurate reporting with a strong attention to detail

What We Expect From You:

• 2+ years of experience in Workforce Management, contact center operations, or data analysis
• Hands-on experience with real-time scheduling and adherence tools (Assembled preferred)
• Advanced skills in Excel or Google Sheets—you don’t just use data, you build with it
• Strong understanding of WFM metrics like SLAs, shrinkage, and service levels
• A sharp eye for detail—you catch what others miss
• Confidence in communicating insights to both internal teams and external partners
• A proactive, solutions-first mindset with strong critical thinking skills
• Experience in a BPO or outsourcing environment is a plus

Nice to Have:

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

What You’ll Get In Return:

• A people-first culture where your growth actually matters
• The opportunity to work with global brands and diverse teams
• Hybrid work flexibility
• Competitive salary and generous paid time off
• Comprehensive health benefits (medical, dental, vision)
• Access to wellness programs, including at-home fitness resources
• Ongoing training 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.