Dynamic Service Level Coordinator – Contact Center

Fifth Third; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Fifth Third is seeking a Service Level Coordinator to join the Central Operations Contact Centers in Cincinnati, OH. You will coordinate short-term scheduling and staffing, utilize WFM/ACD systems, and analyze service levels to drive productivity and customer outcomes.

You will administer schedules, manage real-time deviations, and support weekly planning with leadership. Strong communication and analytical skills are essential in this role.

Qualifications

• Minimum 6 months experience in a Contact Center scheduling/real-time management role.
• Experience using Workforce Management software and call management software.
• Proficient with Microsoft Office (Word, Excel, Outlook).
• Strong analytical and technical skills to interpret system data.
• Excellent verbal and written communication with discretion and professionalism.

Responsibilities

• Use WFM and ACD reporting tools to analyze intra-day/daily service level performance and forecast accuracy.
• Administer WFM and ACD systems including agent schedules and groups.
• Real-time management of exceptions and schedule/skill changes for optimal service levels.
• Plan short-term scheduling for optimal Contact Center resource utilization and break/lunch time.
• Facilitate weekly planning meetings and create planning reports.
• Participate in daily leadership huddles to review service results and strategy.

Skills

Scheduling coordination

Real-time management

Analytical skills

Communication

Education

College degree or equivalent experience

Tools

IEX Total View

Avaya CMS

Microsoft Office

Job description

Fifth Third is seeking a Service Level Coordinator to join the Central Operations Contact Centers in Cincinnati, OH. You will coordinate short-term scheduling and staffing, utilize WFM/ACD systems, and analyze service levels to drive productivity and customer outcomes.

You will administer schedules, manage real-time deviations, and support weekly planning with leadership. Strong communication and analytical skills are essential in this role.