Service Level Coordinator

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

General Function

Contributing member of the Contact 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 the Central Operations Contact Centers. 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 WFM 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 Contact 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 Contact 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 Contact 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 Contact 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. LOCATION -- Cincinnati, Ohio 45227. 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. With a commitment to taking care of our customers, employees, communities and shareholders, our goal is not only to be the nation’s highest performing regional bank, but to be the bank people most value and trust.