Intraday WFM Coordinator: Real-Time Operations

1--800-Contact; Draper (UT); Hybrid; USD 54,000 - 76,000; Full time

Benefits offered by this job

Free eye exams for your family

Deep discounts on lenses and glasses

401(k) match

Flexible PTO

In-house restaurant with discounted_me

Job summary

SeekWell is seeking an Intraday Coordinator in Utah to optimize real-time workforce management for our Customer Department and distribution operations. You will use real-time data to balance customer experience, employee experience, and business needs, collaborating with leaders and frontline teams to adjust resources as priorities shift.

Your role focuses on monitoring channels, managing intraday KPIs, and coordinating actions to sustain service levels.

Qualifications

• 1+ years in workforce management, real-time monitoring, or contact centers.
• Strong analytical skills to rapidly interpret trends/data, draw conclusions, and recommend actions.
• Exceptional communication (oral, written, listening) for clear insights, escalations, and collaboration.
• Ability to manage multiple priorities and decide quickly in fast-paced, high-volume settings.
• Proficiency in Excel/Word; sharp attention to detail for monitoring, reporting, and analysis.
• Willingness and ability to work 3 days per week onsite as part of our hybrid work model.

Responsibilities

• Monitor real-time activity for all channels and distribution workflows via CxOne/IEX, tracking volumes, adherence, shrinkage, and variances.
• Track/report intraday KPIs (Service Level, ASA, AHT, Occupancy, Concurrency, Adherence); share updates/dashboards with Operations/leadership.
• Detect risks early, elevate, and recommend real-time actions to sustain service levels and customer experiences.
• Perform intraday adjustments (staffing, schedules, skilling, routing, breaks, overtime, VTO, reallocation) using CxOne/IEX for optimal coverage/efficiency.
• 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, EEMand short-notice changes/exceptions.
• 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/distribution needs.
• Document accurately, follow workflows/policies, and support process enhancements.

Tools

NICE CxOne

IEX

Job description

SeekWell is seeking an Intraday Coordinator in Utah to optimize real-time workforce management for our Customer Department and distribution operations. You will use real-time data to balance customer experience, employee experience, and business needs, collaborating with leaders and frontline teams to adjust resources as priorities shift.

Your role focuses on monitoring channels, managing intraday KPIs, and coordinating actions to sustain service levels.