WFM Service Level Coordinator

Overview

As a Service Level Coordinator, you will play a critical role in ensuring smooth operations and efficient utilization of resources within a dynamic BPO environment. You will be responsible for monitoring real-time metrics, identifying trends, and providing immediate support and guidance to frontline staff on site to optimize performance and meet service level objectives.

Responsibilities

• Utilize specialized software tools and systems to monitor key performance indicators (KPIs) and real-time metrics to inform strategic decisions and optimize resource allocation.
• Track service levels, queue volumes, agent availability, and other relevant metrics to identify trends and potential issues.
• Communicate with Real-Time Analysts offsite regarding action plans and critical items related to daily operational workforce management (WFM) support.
• Analyze real-time data to identify patterns,...