Service Level Coordinator: Real-Time Scheduling & WFM

Socket.dev; Kentucky; On-site; USD 55,000 - 75,000; Full time

Job summary

Fifth Third Bank is seeking a Service Level Coordinator for the Central Operations Contact Centers in Cincinnati, OH. You will use workforce management and call management tools to analyze service levels, forecast call volume, and adjust schedules to maximize productivity and customer service.

Responsibilities include real-time management, weekly planning, and coordination with operations managers to meet service level objectives.

Qualifications

• 6 months experience in a Contact Center scheduling/real-time management role using WFM and call management tools.
• Experience with Microsoft Office (Word, Excel, Outlook).
• College degree or equivalent experience.
• Strong analytical and technical data interpretation skills.
• Professional verbal and written communication skills.
• Ability to multitask and meet deadlines with minimal supervision.
• Confidentiality and discretion in communications.
• Ability to persuade and present ideas to area managers.

Responsibilities

• Use the WFM system and ACD reporting tools to analyze intra-day/daily service level performance against forecast accuracy and recommend real-time actions.
• Administer WFM and ACD systems including agent schedules, groups, and priorities.
• Perform real-time management of exceptions and schedule/skill changes to maintain optimal service levels.
• Plan short-term schedules to optimize Contact Center resources, including vacation, shifts, and off-line time.
• Facilitate weekly planning meetings and create planning reports; manage off-line activities and shrinkage.
• Participate in daily leadership huddles to review results and adjust recovery strategies.
• Collaborate with Operations Managers and staff to ensure understanding of service level objectives.
• Ensure timely accuracy of all short-term reporting.
• Perform other duties as assigned.

Skills

WFM software

Real-time management

Scheduling coordination

Analytical skills

Communication skills

MS Office

Education

College degree or equivalent experience

Tools

IEX Total View

Avaya CMS

Microsoft Excel

Job description

Fifth Third Bank is seeking a Service Level Coordinator for the Central Operations Contact Centers in Cincinnati, OH. You will use workforce management and call management tools to analyze service levels, forecast call volume, and adjust schedules to maximize productivity and customer service.

Responsibilities include real-time management, weekly planning, and coordination with operations managers to meet service level objectives.