Workforce Real Time Coordinator

Role Details

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let’s build the future of customer experience together.

The Role

A Real-Time Coordinator is responsible for real-time and intraday management of resources to ensure the best possible performance is delivered day-to-day across Email, Messaging, and Voice Lines of Business.

The ideal candidate can read and understand forecasts to make proactive short-term decisions. The ideal candidate should also be able to react quickly to unexpected developments, leveraging Workforce Management Tools and CX Platforms to ensure minimal impact on service delivery.

What You’ll Do:

• The Ideal Candidate will be primarily responsible for supporting our partner, with Voice, Email, and Messaging/Chat lines of business.
• Manage the volume of different channels, ticket distribution, scheduling, program break and lunch schedules, ad hoc schedule adjustments, and ensure schedule adherence.
• Monitor incoming volumes in real-time and arrange additional coverage as needed.
• Work closely with the management team to analyze and help improve support delivery.
• Assist leadership in time tracking accuracy for all agents.
• Support with reporting distribution, where needed by other team members.
• Assist with projects and other duties as requested or assigned.
• Efficiently manage the team utilization using our WFM and CX Tools.
• Support with scheduling or schedule management where needed.
• Able to maintain strict confidentiality.

What We Expect From You:

• Work experience in an analyst position
• Amazing work ethic
• Previous experience in using CX platforms (Zendesk preferred)
• Attention to detail and a high level of accuracy
• Ability to multitask, focus, and complete reports for extended periods
• Ability to take initiative, communicate effectively, and ask questions
• Enjoy working in a collaborative environment and are a team player
• Ability to quickly learn and master new systems
• Basic level of Google/Sheets/Microsoft Excel skills, including formatting, and an appetite for learning how to use formulas!
• Connection to our core values: Be Humble, Take Ownership, Care for Others, Embrace Growth, and Manifest Trust

What You’ll Get In Return:

• Flexible working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

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

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

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.