Service Level & Workforce Coordinator

Fifth Third; Grand Rapids, Northern (MI, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Fifth Third in Grand Rapids, MI is seeking a Service Level Coordinator to optimize call center performance through scheduling and real-time management. You will analyze intra-day service levels, forecast accuracy, and staffing needs using WFM and ACD tools, while coordinating with supervisors to ensure SLA targets are met.

The role requires a college degree or equivalent experience, strong analytical skills, and proficiency with Microsoft Office.

Qualifications

• Minimum 6 months experience in a call center scheduling/real-time management using Workforce Management software (IEX Total View) and Avaya CMS.
• Experience with Microsoft Office (Word, Excel, etc.) and Microsoft Outlook.
• High level of analytical and technical skills 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 meet deadlines and complete tasks with minimal supervision.

Responsibilities

• Use the Workforce Management (WFM) system and Automated Call Distributor (ACD) reporting tools to analyze intra-day/daily service level performance and forecast accuracy; implement real-time actions.
• Administer WFM and ACD systems, manage agent schedules, groups, and dictionaries.
• Real-time management of exceptions and schedule/skill changes to optimize service levels.
• Lead weekly planning meetings; create planning reports; manage off-line activities and shrinkage.
• Collaborate with Call Center Operations Managers and staff to explain Service Level objectives and train on processes.
• Ensure timely, accurate short-term reporting and data integrity.

Skills

Scheduling coordination

Real-time management

Analytical thinking

Communication skills

Discretion and confidentiality

Education

College degree or equivalent experience

Tools

IEX Total View

Avaya CMS

Microsoft Excel

Microsoft Outlook

Job description

Fifth Third in Grand Rapids, MI is seeking a Service Level Coordinator to optimize call center performance through scheduling and real-time management. You will analyze intra-day service levels, forecast accuracy, and staffing needs using WFM and ACD tools, while coordinating with supervisors to ensure SLA targets are met.

The role requires a college degree or equivalent experience, strong analytical skills, and proficiency with Microsoft Office.