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.
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. 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
