Service Level Coordinator
Core
Coordinate multi-site short-term scheduling and staffing for Central Operations Contact Centers to ensure service level success.
Role type
Contact Center Scheduling and Real-Time Management Coordinator
Builds
Contact Center operations and service levels
Domain
Banking / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Workforce Management (WFM) software, Automated Call Distributor (ACD) reporting, schedule modification, staffing coordination, real-time exception management, weekly planning, shrinkage analysis, data interpretation
Preferred skills
IEX Total View, Avaya/CMS, Microsoft Office
Technologies
IEX Total View, Avaya/CMS, Microsoft Office
Responsibilities
Analyze intra-day/daily service level performance and initiate real-time corrective actions; Administer WFM and ACD systems including agent schedules and skills; Manage short-term planning, vacation, shift coverage, and breaks; Facilitate weekly planning process and daily leadership huddles; Partner with managers to ensure understanding of service level objectives.
Seniority
Entry-level to Mid-level, individual contributor
