Intraday Real-Time Workforce Coordinator

1-800 Contacts; Draper (UT); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Free eye exams for your family

Deep discounts on lenses and services

Amazing healthcare coverage

401(k) match

Flexible PTO

Tuition reimbursement program

In-house restaurant with discounted, $

Job summary

SeekWell is seeking an Intraday Coordinator to support our Customer Department and distribution operations. You will monitor real-time activity across channels and use data-driven decisions to balance service levels, staffing, and customer experience.

You will collaborate with leaders and frontline teams to adjust resources, manage priorities, and ensure smooth operations in a fast-paced environment. Strong analytical and communication skills are essential.

Qualifications

• 1+ years in workforce management, real-time monitoring, or contact centers with knowledge of key metrics (Service Level, ASA, AHT, Occupancy, Adherence, Shrinkage).
• Experience with NICE CxOne, IEX, or similar WFM platforms for real-time monitoring/adjustments is strongly preferred.
• Strong analytical skills to rapidly interpret trends/data, draw conclusions, and recommend actions.
• Exceptional communication for clear insights, escalations, and collaboration.

Responsibilities

• Monitor real-time activity for channels and distribution workflows using CxOne/IEX; track volumes, adherence, and variances.
• Report intraday KPIs and share dashboards with Operations and leadership.
• Detect risks early and recommend real-time actions to sustain service levels and customer experiences.
• Perform intraday adjustments (staffing, schedules, routing, breaks) for optimal coverage using CxOne/IEX.
• Coordinate outage/incident communication across IT, Operations, and site leadership.

Skills

WFM platforms

Real-time monitoring

Analytical skills

Strong communication

Multi-priority management

Excel

Tools

NICE CxOne

IEX

Job description

SeekWell is seeking an Intraday Coordinator to support our Customer Department and distribution operations. You will monitor real-time activity across channels and use data-driven decisions to balance service levels, staffing, and customer experience.

You will collaborate with leaders and frontline teams to adjust resources, manage priorities, and ensure smooth operations in a fast-paced environment. Strong analytical and communication skills are essential.