WFM Service Level Coordinator (Start ASAP)

Ensure smooth BPO operations by monitoring real-time metrics, supporting frontline staff, and optimizing service levels.

Your Role

Key responsibilities include:

• Utilize specialized software to monitor KPIs and real-time metrics for strategic decisions and resource optimization.
• Track service levels, queue volumes, agent availability, and other relevant metrics to identify trends and issues.
• Communicate with offsite Real-Time Analysts regarding action plans and daily operational workforce management support.
• Analyze real-time data to identify patterns, trends, and areas for improvement.
• Act as first point of contact for frontline staff during operational hours for on-phone and off-phone activities, queues, and skilling.
• Provide immediate assistance and guidance to address performance gaps and ensure protocol adherence.
• Collaborate with team leaders, managers, and stakeholders to com...