Real-time Coordinator - Outbound Call Center

IR Jobs

Peachtree Corners, GA, United States
On-site
Real-time monitoring of call volume
Five9 or similar telephony platforms
Verint workforce management software
The Real-Time Coordinator position at IR Jobs requires expertise in intraday performance management within a contact center setting, particularly using Five9 and Verint Workforce Management systems. The ideal candidate should have strong analytical skills and the ability to respond effectively to unexpected challenges in a fast-paced environment

Job Summary

  • The Real-Time Coordinator is responsible for monitoring and managing intraday performance across the contact center to ensure optimal service levels and adherence to staffing plans.
  • This role requires strong analytical skills, proactive decision-making, and expertise in telephony and workforce management platforms, specifically Five9 or similar systems and Verint Workforce Management.
  • The Real-Time Coordinator acts as the first line of defense in responding to unexpected volume changes, agent availability issues, and system alerts, ensuring operational efficiency and a superior customer experience.

Matching Summary

Match Score: 85

The Real-Time Coordinator position at IR Jobs requires expertise in intraday performance management within a contact center setting, particularly using Five9 and Verint Workforce Management systems. The ideal candidate should have strong analytical skills and the ability to respond effectively to unexpected challenges in a fast-paced environment.

Skills & Requirements

Must-have

  • Real-time monitoring of call volume
  • Five9 or similar telephony platforms
  • Verint Workforce Management software
  • Contact center KPIs
  • Data-driven decision making

Nice-to-have

  • Proactive decision-making
  • Superior customer experience
  • Collaboration with Workforce Manager
  • CRM systems familiarity

Key Requirements

  • 2+ years in real-time or workforce management
  • Outbound Call Center experience
  • Proficiency in Microsoft Excel

Work Rights

Not specified

Tailored Resume

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