WFM Service Level Coordinator

IBEX · Mandaluyong City, Metro Manila, Philippines

Location

Mandaluyong City

Job Type

Full-time

Posted

June 21, 2026

Job Description

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.
 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 ...
        

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