Service Level Coordinator

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

Make banking a Fifth Third better
We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

GENERAL FUNCTION:

Contributing member of the Call Center technical support team who will coordinate multi-site short term scheduling (including daily/weekly schedule modification of existing schedules) and staffing coordination (coordination of amounts of off-phone time available) for an 800-seat call center. Responsibilities include, utilization of workforce management software, call management software, analyzing service level results, and making recommendations for improved productivity.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Use the Workforce Management (WFM) system and Automated Call Distributor (ACD) reporting tools to analyze intra-day/daily service level performance as it relates to forecast accuracy of call volume, AHT, staffing, etc. and recommends/initiates real-time corrective actions (e.g., cancellation/increase of off-line time, management of Overtime hours needed, break/lunch moves, etc.) to ensure Service Level success.
• Administration of the WWFM and ACD systems including agent schedules, skills, priorities, set-up and maintenance of groups, dictionary, etc.
• Real-time management of exceptions, schedule/skill changes to ensure optimal service levels.
• Short-term planning & schedule management to ensure optimal utilization of call center resources including week-to-week vacation management, shift coverage/swaps, optimization of breaks, lunches, training and all off-line time.
• Facilitation/administration of weekly planning process & meetings including prioritization and approval of all off-line activities in the call center (planned/actual shrinkage,) creation of weekly planning reports, etc.
• Participation/Facilitation of daily leadership team huddles to review service results and revision of the daily recovery/success strategy.
• Partner with Call Center Operations Managers, Supervisors and staff to ensure their understanding and management of Service Level objectives and processes through presentations/training classes.
• Ensure that all short-term reporting is accurate and completed in a timely manner.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Minimum 6 months experience in a call center working as a scheduling and/or real-time management coordinator using Workforce Management software (preferably IEX Total View) and Call Management software (preferably Avaya/CMS).
• Experience with Microsoft Office (Word, Excel, etc.) and Microsoft Outlook.
• College degree or equivalent experience.
• A high level of analytical and technical skills required to interpret and analyze system data.
• Professional verbal and written communication skills.
• Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
• Ability to persuasively communicate ideas to other area managers and senior management.
• Ability to meet deadlines and complete task with minimal supervision.
• Strong problem-solving skills and ability to multi-task.

Service Level Coordinator

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION – Grand Rapids, Michigan 49546

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.