Real Time Coordinator I (NICE - US Based Client)

High school diploma/GED required; Bachelor’s/ Associates degree preferred At least 5+ years of work experience as a Real Time Coordinator/Analyst Knowledgeable in WFM tools Prior experience with NICE is required Experience in Forecasting is a plus Strong organizational, planning, critical thinking and time management skills Ability to work and respond with minimal direction and supervision Strong written and verbal communication skills Ability to handle multiple priorities in a fast-paced work environment Strong ability to build and demonstrate rapport with all stakeholders Entry level skills in MS Office (Excel, Word, Outlook) Ability to work flexible hours, including nights, weekends and holidays

Monitor real-time performance of call volume, staffing levels, and agent adherence. Notify leadership when agents are out of adherence. Maintain schedule exceptions, including attendance and paid time off. Provide intraday, daily, and weekly performance reporting to leadership. Review and process voluntary time off/overtime requests.