Healthcare - Real Time Coordinator

Real-Time Coordinator

A Real-Time Coordinator is responsible for real-time and intraday management of resources to ensure the best possible performance is delivered day-to-day across Email, Messaging, and Voice Lines of Business. The ideal candidate can read and understand forecasts to make proactive short-term decisions. The ideal candidate should also be able to react quickly to unexpected developments, leveraging Workforce Management Tools and CX Platforms to ensure minimal impact on service delivery.

What You'll Do :

• The Ideal Candidate will be primarily responsible for supporting our partner, with Voice, Email, and Messaging / Chat lines of business.
• Manage the volume of different channels, ticket distribution, scheduling, program break and lunch schedules, ad hoc schedule adjustments, and ensure schedule adherence.
• Monitor incoming volumes in real-time and arrange additional coverage as needed.
• Work closely with the PartnerHero management team to analyze and help improve support delivery.
• Assist leadership in time tracking accuracy for all agents.
• Support with reporting distribution, where needed by other team members.
• Assist with projects and other duties as requested or assigned.
• Efficiently manage the team utilization using our WFM and CX Tools.
• Support with scheduling or schedule management where needed.
• Able to maintain strict confidentiality.

What We Expect From You :

What You'll Get In Return :

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com.

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.