WFM - Service Level Coordinator - Remote

Overview

We are seeking a WFM Central - Service Level Coordinator to serve as the central governance layer for live operations across multiple Lines of Business (LoB). This is not a traditional monitoring role; it is designed for a high-caliber, forensic operator who functions as an operational architect. You will be a trusted partner to operational leadership, responsible for continuing to evolve our operations to a standardized, and fiscally sound control model.

The ideal candidate possesses the technical "know-how" of a forensic analyst and the communication prowess of a business consultant, capable of telling a compelling story through data to stakeholders ranging from Team Leads to Directors. You won't just report that a queue is at risk; you will diagnose the business impact, identify the root cause, and prescribe the specific levers leadership must pull to preserve SLA and the customer experience. You will be the owner of all aspects of the support queues and ensure we are meeting our customers where they need us.

In Short

• Distill complex operational signals into high-impact narratives for stakeholders.
• Analyze long-term business trends and financial efficiency of SLA safeguarding.
• Conduct forensic audits to eliminate hidden capacity drains.
• Enact queue management playbooks for real-time levers across multiple LoBs.
• Partner with WFM for feedback loops in planning and scheduling improvements.

Requirements

• Exceptional communication skills for translating complex data into actionable insights.
• Advanced forensic analysis skills, particularly in Google Sheets.
• Strategic judgment in high-pressure environments with aggressive SLAs.
• Experience in documenting best practices into governed frameworks.
• Comfortable operating autonomously in a 24/7 environment.
• Familiarity with Amazon Connect, Zendesk, and Assembled WFM preferred.

Benefits

• Opportunity to work in a fast-growing company.
• Remote work flexibility.
• Be part of a global team with a focus on operational excellence.
• Contribute to improving lives through innovative marketplace solutions.