Workforce Management Real Time Coordinator

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

The Workforce Management (WFM) Real-Time Coordinator plays a critical role in ensuring that the right resources are in the right place at the right time. This role is responsible for monitoring intraday performance across all customer contact channels, identifying risks, and making real-time adjustments to maintain service levels and operational goals. The ideal candidate is analytical, decisive, and thrives in a fast-paced environment where quick problem-solving and communication are essential. This role is approved to be fully remote and can be based anywhere in the United States.  

Core Responsibilities:

Real-Time Monitoring & Adjustment

• Continuously monitor intraday contact volumes, staffing levels, and performance across all channels.
• Track attendance, adherence, and headcount shrinkage; escalate issues proactively.
• Process intraday schedule changes, skill routing adjustments, and emergency resource reallocation.

Analysis & Optimization

• Conduct intraday analysis to identify staffing gaps and optimization opportunities.
• Manage and track key efficiency metrics such as adherence, average talk time (ATT), after-call work (ACW), and Not Ready time.
• Document and review post-mortem analyses of daily service level results to drive improvements.

Communication & Collaboration

• Provide timely updates, alerts, and performance dashboards to operational leaders.
• Facilitate real-time conversations with supervisors and stakeholders to align staffing with business needs.
• Collaborate with WFM Forecasting & Scheduling teams to share real-time insights that inform long-term planning.

Continuous Improvement

• Participate in WFM projects, pilots, and initiatives to enhance efficiency, accuracy, and service delivery.
• Recommend process improvements based on real-time performance trends and emerging challenges.

Qualifications:

• 1–3 years of Workforce Management or contact center operations experience preferred.
• Strong analytical skills with the ability to interpret and act on real-time data.
• Experience with WFM tools and contact center platforms (e.g., Genesys, Verint, Five9, or similar).
• Excellent organizational and time-management skills in a fast-paced environment.
• Strong written and verbal communication with the ability to influence stakeholders.
• Demonstrated decision-making ability under pressure.
• Proven ability to work both independently and collaboratively across teams.

Success Measures:

• Service level goals consistently achieved across queues.
• Adherence and shrinkage managed to targets.
• Timely, accurate intraday communication with leaders.
• Documented process improvements or recommendations implemented.

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

#Li-Remote

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Pay Range:

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Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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This role is Bonus or Incentive Plan eligible.

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Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information