Real Time Coordinator I

TruGreen•Memphis, TN

21h•Remote

About The Position

The Real Time (RT) Coordinator in Workforce Management is responsible for real-time monitoring, managing, and communication of intraday contact center performance in support of organizational goals. This role ensures effective and efficient utilization of resources based on the understanding of key performance drivers.

Requirements

High school diploma/GED required; Bachelor’s/ Associates degree preferred
Strong organizational, planning, critical thinking and time management skills
Ability to work and respond with minimal direction and supervision
Strong written and verbal communication skills
Ability to handle multiple priorities in a fast-paced work environment
Strong ability to build and demonstrate rapport with all stakeholders
Entry level skills in MS Office (Excel, Word, Outlook)
Ability to work flexible hours, including nights, weekends and holidays
Ability to speak, read and write fluently in English is required.
You MUST BE physically located in the United States while performing this job.

Nice To Haves

Bachelor’s/ Associates degree preferred

Responsibilities

Monitor real-time performance of call volume, staffing levels, and agent adherence to ensure maximum performance is maintained
Monitor live agent productivity and notify leadership when out of adherence
Maintain schedule exeptions, including attendance, paid time off, and other off-phone activities, in a timely and accurate manner
Provide intraday, daily, and weekly performance reporting to leadership
Review and process voluntary time off/overtime (VTO/OT) requests in real-time as necessary