Job Opening: Real Time Contact Center Operations Coordinator
Description
Position Title: Real-Time Contact Center Operations Coordinator
Location: Onsite – Fremont, MI
About the Role
We are seeking a proactive and detail-oriented Real-Time Contact Center Operations Coordinator to ensure smooth day-to-day operations for a high-volume, multi-channel contact center of approximately 250 agents. In this role, you’ll be the go-to resource for monitoring real-time staffing, adjusting workflows on the fly, and supporting service level goals across Customer Service, Sales, and Agency departments. This is a fast-paced position requiring quick thinking, strong communication skills, and solid experience with workforce management tools.
What You’ll Do
- Monitor intraday call center activity and adjust workforce resources in real time to meet service level agreements (SLAs) across inbound/outbound calls, email, chat, and AI platforms.
- Track key performance metrics such as Average Speed to Answer, Abandon Rates, Agent Utilization, and Shrinkage. Take action to mitigate service disruptions and coordinate with supervisors to reassign tasks and shifts as needed.
- Collaborate with the Workforce Management team to analyze call volume trends and update agent schedules accordingly.
- Serve as the primary point of contact for scheduling issues and real-time shift changes. Process time-off requests, adjust staffing rosters, and update agent availability in WFM systems.
- Create and deliver actionable reports to agents, supervisors, and leadership on call volume, queue performance, and staffing trends.
- Support and communicate operational decisions clearly across all levels of the contact center.
- Participate in rotating evening and Saturday coverage, including on-call support for urgent scheduling needs.
- Ensure compliance with company policies, procedures, and quality standards.
What We’re Looking For
- High School Diploma required; Associate's Degree preferred
- Minimum 1 year of experience in a high-volume contact center environment
- Hands-on experience with workforce management systems and real-time scheduling tools
- Strong analytical skills with the ability to interpret performance data and translate into action
- Comfortable working with various channels (voice, chat, email, AI) and routing systems
- Strong verbal and written communication skills with experience influencing frontline staff and leadership
- Proficient in Microsoft Excel, PowerPoint, and collaboration tools like Microsoft Teams and SharePoint
- Able to manage multiple priorities and deadlines in a dynamic, customer-focused environment
- SWPP Associate Certification (preferred, not required)