Real-Time Coordinator

Crescendo.ai; Metro Manila; Hybrid; PHP 420,000 - 700,000; Full time

Benefits offered by this job

Competitive salary

Generous PTO

Benefits package

Training & development

Job summary

Crescendo.ai is seeking a Real-Time Analyst to bridge Workforce Management and live operations. You will use real-time data to guide staffing decisions, identify service-level risks, and coordinate adjustments across multiple queues.

This role requires proactive, data-driven thinking and strong collaboration with operations teams to keep service levels on target. In this hybrid role based in Metro Manila, you will monitor intraday performance, respond to changing conditions, and document

Qualifications

• Experience in Real-Time Analyst or WFM role within a contact center or customer support environment.
• Ability to interpret real-time performance data and identify operational risks.
• Sound judgment and ability to make timely decisions in fast-paced environments.

Responsibilities

• Monitor real-time staffing levels, queue volumes, service levels, and WFM alerts to identify coverage gaps and risks.
• Analyze intraday performance data to make staffing, routing, and coverage decisions.
• Coordinate real-time schedule adjustments, including breaks, overtime, and cross-queue support.
• Adjust channel and queue routing based on demand, staffing, and priorities.
• Communicate staffing concerns and recommended actions to team leads and stakeholders.
• Coordinate responses to volume spikes and service disruptions to minimize impact.
• Document intraday decisions and outcomes for records and follow-up actions.
• Identify recurring trends to support forecasting and capacity planning.

Skills

Analytical skills

Problem-solving

Communication

WFM tools

Scheduling platforms

Real-time monitoring

Performance metrics

Job description

Role Details

Location:Metro Manila, Philippines
Work Arrangement: Hybrid
Type of Support: Workforce Management
Contract Duration: Temporary | 60 Days
Training Schedule: Monday to Friday, 8:00 am - 5:00 pm | Weekends off
Work Schedule:Open to shifting schedules (subject to business requirements)
Expected Start Date:November 05, 2026

About Us

Crescendo is the AI-native customer experience platform built to run a company’s entire CX operation in one connected system. We bring together customer support, workforce management, quality, and knowledge, with specialized AI agents doing the work and people guiding it.
Over the past year, AI-handled volume on our platform grew 600%. Brands like Grindr, Headspace, and Nothing Bundt Cakes trust Crescendo, and Newsweek recognized us as a 2026 AI Impact Awards winner.
Our mission is to deliver exceptional customer experiences that propel organizations, combining an AI-native CX platform with CX expertise to deepen trust and drive business impact.
Join us and help shape what comes next.

The Role

In this role, you'll serve as the liaison between Workforce Management (WFM) and live operations, using real-time insights to guide staffing decisions and respond to changing business needs. You'll use independent judgment to prioritize service-level risks, coordinate schedule adjustments, and provide clear direction to team leads. You'll also maintain detailed records of operational decisions and identify recurring trends to help improve forecasting and resource planning.

What You’ll Do:

• Monitor real-time staffing levels, queue volumes, service levels, and WFM alerts to identify coverage gaps and potential operational risks.
• Analyze intraday performance data to make timely staffing, routing, and coverage decisions aligned with operational targets.
• Coordinate real-time schedule adjustments, including break and lunch changes, overtime activation, and cross-queue support, to maintain adequate coverage.
• Adjust channel and queue routing based on changing demand, staffing availability, and operational priorities.
• Partner closely with live operations teams, communicating staffing concerns, service level risks, and recommended actions to team leads and key stakeholders.
• Coordinate responses to unexpected volume spikes, staffing shortages, and service disruptions to minimize operational impact.
• Proactively identify service level risks and implement timely corrective actions to support performance goals.
• Document intraday decisions, adjustments, and outcomes to maintain accurate operational records and support follow-up actions.
• Identify recurring trends in staffing, queue volumes, and intraday performance, sharing insights with WFM to support forecasting and capacity planning.
• Assess the impact of real-time adjustments and recommend process improvements to strengthen operational efficiency and service delivery.

What We Expect From You:

• Experience working as a Real-Time Analyst, Real-Time Coordinator, or in a Workforce Management (WFM) role within a contact center or customer support environment.
• Strong analytical and problem-solving skills, with the ability to interpret real-time performance data and identify operational risks.
• Sound judgment and the ability to make timely, informed decisions in fast-paced environments, even when information is incomplete.
• Strong prioritization skills, with the ability to balance competing demands based on urgency, service level impact, and business needs.
• Excellent communication skills, with the ability to provide clear, actionable recommendations and coordinate effectively with Operations and WFM stakeholders.
• A proactive, solutions-oriented mindset with the ability to anticipate challenges and respond effectively to changing operational conditions.
• Strong organizational skills and attention to detail, particularly when documenting decisions, tracking adjustments, and evaluating outcomes.
• Familiarity with workforce management tools, scheduling platforms, real-time monitoring systems, and contact center performance metrics.
• Understanding of queue management, intraday staffing, service level targets, and the operational needs of multiple channels or programs.
• The ability to adapt quickly to changing priorities, collaborate across teams, and learn new systems and processes.

What You’ll Get In Return:

• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home, paid Sabbatical Leave
• Training and professional development opportunities

Company Culture

Proudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives. Our core values define our operational standard and give us our edge. They set the bar for how we execute, innovate, and partner with the world's leading brands.

• Care for Others: Empathy drives high performance. When our teams and partners thrive, the operational mission succeeds.
• Embrace Growth: Curiosity fuels progress. Take calculated risks, sharpen your technical and operational edge, and push boundaries.
• Manifest Trust: Trust is our primary currency. Earn it through execution, protect it fiercely, and build seamless collaboration.
• Take Ownership: Act with extreme accountability and integrity. Decisive action drives lasting impact.
• Be Humble: Humility unlocks better ideas. Listen actively, elevate collective intelligence, and maintain a continuous learning mindset.

Crescendo is an equal-opportunity workplace. We champion diversity, inclusion, equity, and belonging as core pillars of how we operate. 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 legally protected status. Qualified applicants with criminal histories will also be considered in a manner consistent with legal requirements.

We are committed to full inclusion. If you require reasonable accommodations to participate in the application or interview process, please contact us at [e-mail].

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