Real-Time Service Level Coordinator

Fifth Third Bank; Cincinnati (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

Fifth Third Bank in Cincinnati is seeking a Service Level Coordinator to support the Central Operations Contact Centers. You will coordinate schedules, manage real-time staffing, and optimize service levels using WFM and ACD systems.

Key responsibilities include analyzing forecast accuracy, performing short-term planning, and leading weekly planning sessions. Strong communication and analytical skills are required, with a college degree or equivalent experience.

Qualifications

• 6 months experience in a Contact Center as scheduling/real-time management coordinator using WFM and call management software (IEX/Avaya).
• Experience with Microsoft Office (Word, Excel, Outlook).
• College degree or equivalent experience.
• Strong analytical and technical skills to interpret system data.
• Professional verbal and written communication.
• Ability to meet deadlines with minimal supervision.

Responsibilities

• Use WFM and ACD tools to analyze intra-day/daily service level; make real-time corrective actions to ensure Service Level.
• Administrate WFM and ACD systems including agent schedules and groups.
• Real-time management of schedule changes to maintain optimal service levels.
• Short-term planning and schedule management for staffing/utilization, vacations, and breaks.
• Facilitate weekly planning meetings and produce planning reports.
• Participate in daily leadership huddles to review results and adjust strategy.
• Educate and train staff on Service Level objectives and processes.
• Ensure timely completion of short-term reporting.
• Perform other duties as assigned.

Skills

Scheduling coordination

Real-time management

WFM software

ACD systems

Microsoft Office

Education

College degree or equivalent

Tools

IEX Total View

Avaya CMS

Microsoft Office

Job description

Fifth Third Bank in Cincinnati is seeking a Service Level Coordinator to support the Central Operations Contact Centers. You will coordinate schedules, manage real-time staffing, and optimize service levels using WFM and ACD systems.

Key responsibilities include analyzing forecast accuracy, performing short-term planning, and leading weekly planning sessions. Strong communication and analytical skills are required, with a college degree or equivalent experience.