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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$15.00 – $27.50

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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.

The Customer Acquisition Specialist is responsible for demonstrating the value and benefits of our client’s products or services through customer engagement, with a primary focus on selling and/or renewing contracts. This role is responsible for effectively articulating the value of products or services to customers.

A NEW CAREER POWERED BY YOU

Are you looking for a “work from home” career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a remote Customer Acquisition Specialist position at Concentrix is just the right place for you!

As a remote Customer Acquisition Specialist, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented game-changers to join our purpose, people as passionate about providing outstanding service experiences as we are.

WHAT YOU WILL DO IN THIS ROLE 

• Provide accurate weekly/ monthly/ quarterly sales forecast

• Mastery of product knowledge and technical understanding of services to assess client requirements

• Initiate steps to help customer concerns/roadblocks prohibiting satisfaction or product usage

• Manage external competitive pressures and handle objections to retain customers or win new customers

• Manage high volume of customer contacts through phone and email each day – majority of communication is outbound

• Work with your team and management to provide a professional experience during all interactions with customers and prospects

• Maintain the customer management system (CRM) to ensure all relevant data is captured

• Undertake sales motions which might include lead qualification, lead conversion, health checks, being the voice of the customer, or renewing contracts

• Work with a team and report directly to a Sales Manager

YOUR QUALIFICATIONS

• 2+ years of experience working in a customer service or sales capacity

• Prior success in achievement of personal and team sales quota/goals

• Experience in high-volume calling

• Experience learning new technology and data

• Problem solving skills

• Excellent knowledge of MS Office programs

• Experience working with Salesforce.com or similar CRM

• Experience or willingness to work from home

WHAT’S IN IT FOR YOU

• The base salary range for this position is 32,600 40,800, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days.

• DailyPay enrollment option to access pay “early,” when you want it

• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more

• Health and wellness programs with trained partners to help promote a healthy you

• Mentorship programs that support your rewarding career journey 

• Work-from-home convenience with company-supplied technologies

• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support

• Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more

The deadline to apply for this position is October 20th, 2025. 

Location:

USA IN Work-at-Home

Language Requirements:

English (Required)

Time Type:

Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

For more information regarding your EEO rights as an applicant, please visit the following websites:

•English

•Spanish

To request a reasonable accommodation please click here.

If you wish to review the Affirmative Action Plan, please click here.