Intraday Real-Time Workforce Coordinator

1800contacts; Draper (UT); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Free eye exams for your entire family

Deep discounts on lenses, glasses, and

Amazing healthcare coverage

401(k) match

Flexible PTO

Tuition reimbursement program

In-house restaurant with highly cloned

Job summary

SeekWell, the parent company of 1-800 Contacts, Luna, and The Framery, is seeking an Intraday Coordinator in Draper, Utah to keep our Customer Department and distribution operations running smoothly.

You will monitor real-time activity across channels using CxOne/IEX, track KPIs, and coordinate staffing and routing to balance service levels with efficiency. A collaborative, data-driven mindset is essential to support fast decisions and continuous improvement.

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.
• Strong analytical skills to rapidly interpret trends/data, draw conclusions, and recommend actions.
• Exceptional communication for insights, escalations, and collaboration.
• Ability to manage multiple priorities in fast-paced, high-volume settings.
• Proficiency in Excel/Word; attention to detail for monitoring, reporting, and analysis.
• Willingness to work 3 days per week onsite as part of our hybrid work model.

Responsibilities

• Monitor real-time activity for channels and distribution workflows via CxOne/IEX, tracking volumes and adherence.
• Track intraday KPIs (Service Level, ASA, AHT, Occupancy, Adherence) and share updates with leadership.
• Detect risks early and adjust resources accordingly.
• Perform intraday staffing/scheduling adjustments via CxOne/IEX.
• Coordinate outage/incident communication and crisis response across IT, Operations, and site leadership.
• Provide frontline WFM support: handle Attendance line calls, inbox/email requests, texting, EEM and changes.
• Conduct ad hoc data pulls, analysis, and reporting for partners to drive decisions and improvements.
• Collaborate with Operations/cross-functional teams for precise interval coverage, integrating omnichannel needs.
• Document accurately, follow workflows/policies, and support process enhancements.

Skills

Workforce management

Real-time monitoring

Contact center metrics

Analytical thinking

Communication skills

Excel

Tools

NICE CxOne

IEX

Job description

SeekWell, the parent company of 1-800 Contacts, Luna, and The Framery, is seeking an Intraday Coordinator in Draper, Utah to keep our Customer Department and distribution operations running smoothly.

You will monitor real-time activity across channels using CxOne/IEX, track KPIs, and coordinate staffing and routing to balance service levels with efficiency. A collaborative, data-driven mindset is essential to support fast decisions and continuous improvement.