Real Time Coordinator

TEKsystems • Minnetonka, MN

7d • $25 - $32 • Remote

About The Position

We are seeking a Real-Time Coordinator to support a large contact center operation. This role is responsible for monitoring real-time call traffic, optimizing staffing resources, and ensuring adherence to workforce management processes to maintain service level objectives. The ideal candidate will have prior experience in workforce management or real-time analysis within a call center environment and possess strong analytical, organizational, and communication skills.

Requirements

• High School Diploma or equivalent.
• 3+ years of related workforce management or call center operations experience.
• Previous experience in a Real-Time Analyst, Real-Time Coordinator, or Workforce Management role.
• Proficiency with Microsoft Office Suite, including Excel, Word, and Outlook.
• Strong analytical, organizational, and problem-solving skills.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Excellent verbal and written communication skills with the ability to interact professionally with leadership teams.

Nice To Haves

• Experience with workforce management platforms such as Verint.
• Experience with contact center platforms such as Five9.
• Experience using ServiceNow or similar ticketing systems.
• Advanced Excel and data analysis skills.
• Experience with Power BI or other reporting and analytics tools.
• Knowledge of workforce staffing methodologies, forecasting, and scheduling best practices.
• Experience analyzing interval-level staffing and schedule efficiency.

Responsibilities

• Monitor and manage real-time inbound call volumes and staffing levels.
• Analyze call center performance and make real-time adjustments to support service levels.
• Track agent adherence using workforce management tools.
• Create and maintain agent profiles within workforce systems.
• Process schedule modifications and time-off recommendations.
• Support workforce planning and scheduling activities.
• Communicate staffing concerns and recommendations to leadership.
• Identify trends related to overstaffing, understaffing, and performance metrics.
• Assist with schedule optimization initiatives and workforce efficiency analysis.
• Support shift bid administration for new hire and training classes.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED