WFM Service Level Coordinator

3 weeks ago

Manila, National Capital Region, Philippines Ibex Full time
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.

ResponsibilitiesReal-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 Shaw
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