Service Level & Workforce Management Coordinator

Fifth Third; Cincinnati, Northern (OH, KY); On-site; USD 52,000 - 63,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH seeks a Service Level Coordinator to join the Contact Center support team. You will coordinate short-term scheduling, manage off-phone time, and analyze service level results to improve productivity.

Responsibilities include real-time management of exceptions, weekly planning, and collaboration with operations managers. A college degree or equivalent experience plus familiarity with WFM/ACD tools are required.

Qualifications

• Minimum 6 months experience in a contact center scheduling/real-time management.
• Experience with Workforce Management (WFM) and Call Management software.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Strong analytical and technical skills to interpret data.
• Professional verbal and written communication; ability to maintain confidentiality.

Responsibilities

• Use WFM and ACD tools to analyze intra-day/daily service level performance and forecast accuracy; initiate real-time corrective actions.
• Administer WFM and ACD systems including agent schedules and groups; maintain dictionaries and setups.
• Real-time management of schedule changes to ensure optimal service levels.
• Short-term planning and schedule management for vacations, breaks, and off-line time; optimize coverage.
• Facilitate weekly planning meetings and generate planning reports; manage shrinkage.
• Lead daily leadership huddles to review service results and adjust recovery strategies.
• Collaborate with Operations Managers to ensure understanding of Service Level objectives and provide training as needed.
• Ensure timely and accurate short-term reporting; perform other duties as assigned.

Skills

Analytical skills

Verbal and written communication

Discretion and confidentiality

Problem-solving

Education

College degree or equivalent experience

Tools

IEX TotalView

Avaya CMS

Microsoft Office

Job description

Fifth Third Bank in Cincinnati, OH seeks a Service Level Coordinator to join the Contact Center support team. You will coordinate short-term scheduling, manage off-phone time, and analyze service level results to improve productivity.

Responsibilities include real-time management of exceptions, weekly planning, and collaboration with operations managers. A college degree or equivalent experience plus familiarity with WFM/ACD tools are required.