Service Level Coordinator

Fifth Third Bancorp
Cincinnati
Workplace: OnsiteFull timeFunction: Executive & General ManagementSkills: ["Analytical skills","Technical skills","Verbal communication","Written communication","Problem-solving"]

Coordinate multi-site short-term scheduling and staffing for Central Operations Contact Centers to ensure service level success. Use workforce management and call management tools to analyze intra-day performance, forecast call volume and AHT, and recommend real-time corrective actions. Administer WFM/ACD systems, manage exceptions and off-phone time planning, lead weekly planning and daily huddles, and partner with operations leaders to align on service level objectives.

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Fifth Third Bancorp
Fifth Third Bancorp
3 days ago

Service Level Coordinator

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Coordinate multi-site short-term scheduling and staffing for Central Operations Contact Centers to ensure service level success. Use workforce management and call management tools to analyze intra-day performance, forecast call volume and AHT, and recommend real-time corrective actions. Administer WFM/ACD systems, manage exceptions and off-phone time planning, lead weekly planning and daily huddles, and partner with operations leaders to align on service level objectives.
Location: Cincinnati
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Entry level

Key Responsibilities

  • •Use Workforce Management (WFM) and Automated Call Distributor (ACD) reporting tools to analyze service level performance and forecast accuracy, and initiate real-time corrective actions to ensure service level success.
  • •Administer WFM/ACD systems, including agent schedules, skills, priorities, group setup and maintenance, and dictionary management.
  • •Manage exceptions and execute schedule/skill changes in real time to maintain optimal service levels.
  • •Perform short-term planning and schedule management, including week-to-week vacation management, shift coverage/swaps, and optimization of breaks, lunches, training, and off-line time.
  • •Facilitate weekly planning processes and daily leadership huddles to review service results and update recovery/success strategy; ensure accurate short-term reporting.

Key Requirements

  • •Minimum 6 months experience in a Contact Center scheduling and/or real-time management coordinator role using Workforce Management software (preferably IEX Total View) and Call Management software (preferably Avaya/CMS).
  • •Experience using Microsoft Office (Word, Excel) and Microsoft Outlook.
  • •Ability to interpret and analyze system data with strong analytical and technical skills.
  • •Strong verbal and written communication skills, including discretion and professionalism/confidentiality.
  • •College degree or equivalent experience.
Experience:Contact center
Skills:Analytical skillsTechnical skillsVerbal communicationWritten communicationProblem-solving
Tech Stack:Workforce Management (WFM)IEX Total ViewAutomated Call Distributor (ACD)AvayaCMSMicrosoft OfficeWordExcelMicrosoft Outlook

Company Brief

Fifth Third Bancorp
Fifth Third Bancorp is a diversified bank holding company offering consumer, commercial, and wealth management services. Through its banking subsidiaries, it provides deposits, lending, treasury management, payments, and investment solutions across the Midwest and Southeast.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cincinnati, United States
Founded: 1858
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