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Real Time Coordinator


Job description is looking for a Real Time Coordinator to join our dynamic and international work environment in Vilnius.

The role is ideal for someone looking to develop themselves in a challenging environment where personal actions have a direct impact on customer service, employee engagement and operational performance.
  • Monitor and maintain real-time adherence to ensure compliance with staffing capacities
  • Educate local operations on WFM principles and the importance of schedule adherence
  • Handle ad-hoc downtime and reporting requests
  • Support site with insights on operational performance including: adherence, inbound volume, performance and shrinkage
  • Coordinate and schedule local overtime requests
  • Build a strong relationship with local management and work with them on site specific initiatives that require insights into staffing
  • Support last minute holiday process
  • Work closely with the real time hub in Amsterdam to support global performance
  • Coordinate site tickets including: downtime/absence requests, overtime, assisting with project rollouts and HR requests
  • Maintain operational skill settings including: profiles, workload and languages
  • Create and maintain reporting parameter sets


  • Strong working knowledge and understanding of WFM principles
  • Operational experience in a dynamic, international contact centre environment
  • Relevant experience working with WFM-tools; for example: Teleopti, Aspect, Verint, NICE IEX.
  • Expert organizational, interpersonal and networking skills with an emphasis on effective communication, both verbal and written;
  • Team player, self-motivated, flexible and open to change
  • Ability to work independently with a proactive attitude
  • Proven analytical and problem solving skills
  • Ability to evaluate data, draw valid conclusions, and communicate findings
  • Ability to work a flexible schedule, including weekends
  • Ability to balance conflicting priorities
  • Solution-oriented problem solver who is result driven
  • Capable to work under stressful situations
  • Able to travel for work when required
  • Strong Microsoft Office skills, especially Excel

We offer

  • Quarterly bonus depending on the performance and results
  • Health Insurance package
  • A working schedule provided 5-6 weeks in advance
  • Vibrant, social and international working environment
  • Easy to get to, brand new office location in Vilnius
  • On-site meals plus free snacks and hot drinks
  • Invites to regular social events
  • discount on, also for friends and family


Alliance for Recruitment yra didžiausia personalo atrankos kompanija Lietuvoje pagal sėkmingai įdarbintų kandidatų skaičių, atrankos konsultantų skaičių ir augimo tempą. Esame tiksliai ir greitai dirbanti atrankos ekspertų komanda su patirtimi skirtingose verslo srityse.

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