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.

1. Real-time Monitoring:
• 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, trends, and areas for improvement.

1. Immediate Response and Flagging of Frontline Staff:
• Act as the first point of contact for frontline staff during operational hours regarding on-phone and off phone activities, queues and skilling.
• Provide immediate assistance and guidance to address performance gaps, resolve issues, and ensure adherence to established protocols and standards.

1. Communication and Collaboration:
• Collaborate with team leaders, managers, and other stakeholders to communicate real-time updates, performance expectations, and best practices.
• Facilitate communication channels between offsite Real-Time Analysts and onsite Operations to streamline workflows and enhance coordination.
• Proactively identify opportunities to streamline processes, enhance efficiency, and improve overall performance and communicate and coordinate with pertinent groups.

1. Escalation Management:
• Identify and escalate critical issues or emergencies to appropriate management channels for timely resolution.
• Follow established escalation procedures to ensure swift and effective response to high-priority incidents.

1. Reporting and Analysis:
• Create and complete reports and dashboards that effectively support strategies and decisions on a day-to-day basis.

1. Other Responsibilities:
• Perform other duties and tasks as assigned by management to support the objectives of the department and the organization.

• Bachelor’s Degree (any field) or equivalent work experience
• At least 6 months experience specializing in Real-Time Monitoring or Workforce Analysis (for external candidates)

Knowledge

• Advanced knowledge in MS Office (2003) especially MS Excel and relevant WF tools such as IEX and CMS.
• Knowledge in problem solving processes

Skills

• Strong communication skills
• Above average reporting skills
• Excellent analytical skills
• Must possess effective organizational skills and time management skills

Abilities

• Ability to work on several projects simultaneously
• Ability to come up with sound and accurate decisions in any given circumstance
• Ability to exhibit professionalism
• Demonstrated ability to work with a team
• Demonstrated ability to communicate effectively and professionally with internal and external associates
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Ability to work a flexible schedule (morning/graveyard/shifting schedule)
• Willing to work onsite in Shaw