Call Center Scheduler & Real-Time Service Level Analyst

Fifth Third Bank; Grand Rapids (MI); Presencial; USD 52.000 - 76.000; Jornada completa

Descripción de la vacante

Fifth Third Bank in Grand Rapids, MI is seeking a Service Level Coordinator to join the Call Center operations team. You will analyze intra-day service levels, forecast accuracy, and real-time schedule adjustments to maximize productivity and customer service.

The role requires at least 6 months in call center scheduling with WFM/ACD tools, strong analytical skills, and professional communication. You will partner with managers to plan, report, and optimize off-line time and staffing.

Formación

• 6 months experience in a call center scheduling/real-time coordination role.
• Experience with WFM software (preferably IEX Total View) and call management software (preferably Avaya CMS).
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Strong analytical and technical skills to interpret system data.
• Professional verbal and written communication with ability to handle confidential information.

Responsabilidades

• Use WFM and ACD tools to analyze service level performance and forecast accuracy; implement real-time adjustments.
• Administer WWFM and ACD systems including schedules, groups and dictionary.
• Manage real-time exceptions and schedule/skill changes for optimal service levels.
• Plan short-term scheduling to maximize call center resource utilization (vacations, shifts, breaks, training).
• Lead weekly planning meetings and coordinate off-line activities and shrinkage reporting.
• Facilitate daily leadership huddles to review results and adjust recovery strategies.
• Collaborate with Operations Managers to explain Service Level objectives and provide training.
• Ensure timely and accurate short-term reporting.

Conocimientos

WFM software

ACD reporting

Call center scheduling

IEX Total View

Avaya CMS

Microsoft Office

Educación

College degree or equivalent experience

Herramientas

Avaya CMS

IEX Total View

Descripción del empleo

Fifth Third Bank in Grand Rapids, MI is seeking a Service Level Coordinator to join the Call Center operations team. You will analyze intra-day service levels, forecast accuracy, and real-time schedule adjustments to maximize productivity and customer service.

The role requires at least 6 months in call center scheduling with WFM/ACD tools, strong analytical skills, and professional communication. You will partner with managers to plan, report, and optimize off-line time and staffing.