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
- 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.
- 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.
- 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.
- 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.
- Reporting and Analysis:
- Create and complete reports and dashboards that effectively support strategies and decisions on a day-to-day basis.
- Other Responsibilities:
- Perform other duties and tasks as assigned by management to support the objectives of the department and the organization.
Qualifications
- 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 Davao
