Service Level Coordinator

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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.

• 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 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.

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