Call Center Scheduling Coordinator
About this role
Call Center Scheduling Coordinator
Job Summary
We are seeking a highly motivated and detail-oriented Real Time Adherence (RTA) Coordinator to support our Workforce Management team. In this role, you will monitor real-time call center performance, staffing levels, schedule adherence, and operational metrics to ensure service level objectives are consistently achieved. You will serve as a key partner to leadership, supervisors, and agents by making real-time staffing decisions, managing attendance and schedule exceptions, coordinating overtime needs, and supporting business continuity efforts. This position requires strong analytical skills, excellent communication, and the ability to make sound decisions in a fast-paced environment.
Key Responsibilities
- Monitor real-time call center performance, service levels, queue activity, and agent adherence to schedules.
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