Workforce Real-Time 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

Who we are

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We're owned by KKR - one of the world's largest and most successful private equity investment companies. We've built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!

Why you want this job

If you enjoy working in a fast-paced environment where your decisions have an immediate impact, this is a great opportunity to make a difference every day. As an Intraday Coordinator, you'll use real-time data and problem-solving skills to keep our Customer Department and distribution operations running smoothly while balancing customer experience, employee experience, and business needs. You'll work closely with leaders and frontline teams to spot issues, make quick decisions, and proactively adjust resources as priorities shift. It's a role where your analytical thinking, communication skills, and ability to stay calm under pressure can directly improve how we serve our customers and support our teams.

What you'll do

• 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, upscale??
• 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, EEM and 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.

What you'll need

• 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 are strongly preferred for real-time monitoring/adjustments.
• 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.

Why we will love you

• Organized, self‑motivated, independent/team problem‑solving capabilities.
• Solid grasp of customer service operations and real‑time drivers for optimal experiences.
• Professionalism in confidentiality, trust‑building, relationships, and adapting to change.
• Big‑hearted, caring attitude focused on positive agent/customer outcomes.

Perks

• Free eye exams for your entire family
• Deep discounts on lenses, glasses, and other services
• Amazing healthcare coverage
• 401(k) match
• Flexible PTO
• Tuition reimbursement program
• In‑house restaurant with highly discounted meals (Steak dinner under $6)
• Free snacks, ice cream, and drinks every day
• Full onsite gym

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

#LI-Hybrid