Intraday Workforce Manager – Real-Time Ops

Socket.dev; Draper (UT); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Free eye exams for family

Lenses & glasses discounts

Healthcare coverage

401(k) match

Flexible PTO

Tuition reimbursement

Discounted meals at onsite restaurant

Free snacks and drinks

Onsite gym

Job summary

SeekWell is seeking an Intraday Coordinator to monitor real-time data across channels and distribution, balancing customer experience with operations. You will work closely with leaders to allocate resources and respond to shifting priorities in a fast-paced environment.

The role emphasizes analytical thinking, strong communication, and the ability to stay calm under pressure while maintaining service levels. This position supports a hybrid onsite model with collaboration across teams.

Qualifications

• 1+ years in workforce management, real-time monitoring, or contact centers.
• Experience with NICE CxOne, IEX, or similar WFM platforms preferred.
• Strong analytical and communication skills.
• Ability to manage multiple priorities in fast-paced environments.

Responsibilities

• Monitor real-time activity for all channels and distribution workflows via CxOne/IEX.
• Track intraday KPIs (Service Level, ASA, AHT, Occupancy, Concurrency, Adherence) and share dashboards.
• Detect risks early and recommend real-time actions to sustain service levels.
• Perform intraday adjustments (staffing, schedules, skilling, routing, breaks, overtime) using CxOne/IEX.
• Coordinate outage/incident communication across IT, Operations and site leadership.
• Provide frontline WFM support: attendance line calls, requests via inbox/texts.
• Conduct ad hoc data pulls and reporting for decision making.
• Collaborate with Operations for precise interval coverage across omnichannel needs.
• Document workflows and support process improvements.

Skills

WFM experience

CxOne/IEX experience

Analytical skills

Communication

Multi-priority management

Excel/Word

Hybrid on-site

Tools

NICE CxOne

IEX

Job description

SeekWell is seeking an Intraday Coordinator to monitor real-time data across channels and distribution, balancing customer experience with operations. You will work closely with leaders to allocate resources and respond to shifting priorities in a fast-paced environment.

The role emphasizes analytical thinking, strong communication, and the ability to stay calm under pressure while maintaining service levels. This position supports a hybrid onsite model with collaboration across teams.