Workforce Real-Time Coordinator

1-800 Contacts•Draper, UT

9h•Hybrid

About The Position

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built an excellent company and changed an industry by putting the customer first, always. The best is yet to come! If you enjoy working in a fast-paced environment where your decisions have an immediate impact, this is a great opportunity to make a difference every day. As an Intraday Coordinator, you’ll use real-time data and problem-solving skills to keep our Customer Department and distribution operations running smoothly while balancing customer experience, employee experience, and business needs. You’ll work closely with leaders and frontline teams to spot issues, make quick decisions, and proactively adjust resources as priorities shift. It’s a role where your analytical thinking, communication skills, and ability to stay calm under pressure can directly improve how we serve our customers and support our teams.

Requirements

1+ years in workforce management, real-time monitoring, or contact centers, with knowledge of key metrics (Service Level, ASA, AHT, Occupancy, Adherence, Shrinkage).
Experience with NICE CxOne, IEX, or similar WFM platforms are strongly preferred for real-time monitoring/adjustments.
Strong analytical skills to rapidly interpret trends/data, draw conclusions, and recommend actions.
Exceptional communication (oral, written, listening) for clear insights, escalations, and collaboration.
Ability to manage multiple priorities and decide quickly in fast-paced, high-volume settings.
Proficiency in Excel/Word; sharp attention to detail for monitoring, reporting, and analysis.
Willingness and ability to work 3 days per week onsite as part of our hybrid work model.

Nice To Haves

Organized, self-motivated, independent/team problem-solving capabilities.
Solid grasp of customer service operations and real-time drivers for optimal experiences.
Professionalism in confidentiality, trust-building, relationships, and adapting to change.
Big-hearted, caring attitude focused on positive agent/customer outcomes.

Responsibilities

Monitor real-time activity for all channels and distribution workflows via CxOne/IEX, tracking volumes, adherence, shrinkage, and variances.
Track/report intraday KPIs (Service Level, ASA, AHT, Occupancy, Concurrency, Adherence); share updates/dashboards with Operations/leadership.
Detect risks early, escalate, and recommend real-time actions to sustain service levels and customer experiences.
Perform intraday adjustments (staffing, schedules, skilling, routing, breaks, overtime, VTO, reallocation) using CxOne/IEX for optimal coverage/efficiency.
Coordinate outage/incident communication and crisis response across IT, Operations, and site leadership.
Provide frontline WFM support: handle Attendance line calls, inbox/email requests, texting, EEM and short-notice changes/exceptions.
Conduct ad hoc data pulls, analysis, and reporting for partners to drive decisions and improvements.
Collaborate with Operations/cross-functional teams for precise interval coverage, integrating omnichannel/distribution needs.
Document accurately, follow workflows/policies, and support process enhancements.