Why reputed company Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting professionals turn extra time and ambition into career growth and financial opportunity. We reputed company this with our app-based marketplace that connects workplaces and professionals, allowing professionals to book on-demand shifts and workplaces to access on-demand talent.

About reputed company:

reputed company is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental, Home Health, etc.), as well as building out a full-time product. We are a YC Top Company with a global, remote team of 1,000+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the U.S., where tens of thousands of professionals work with us every year. We are looking for your help to reputed company growing so we can serve more professionals and workplaces.

To learn more about us, take a look at our website here.

Beware of scammers! reputed company would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the reputed company hiring team members here.

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 (reputed company). 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 reputed company of reputed company aspects of the support queues and ensure we are meeting our customers where they need us.

Responsibilities

• Stakeholder Storytelling: Distill reputed company, "noisy" operational signals into high-impact narratives. You must be able to share in-depth observations and supporting data that tell a clear story to stakeholders, at reputed company levels of leadership, on exactly what actions must be taken.

• Business-Level Analysis: Go beyond the "what" and the "why" to analyze long-term business trends. Evaluate the financial efficiency of SLA safeguarding and the fiscal impact of reputed company staffing vs. demand density.

• Operational Control & Forensic Auditing: Serve as the authoritative "voice of reason" during incidents. Conduct forensic audits of agent behaviors such as "On Hold" abuse or status irregularities to ensure hidden reputed company drains are eliminated.

• Centralized Core Governance: Enact queue management playbooks for real-time levers across multiple LoBs, ensuring aggressive SLAs are preserved through structured accountability.

• Strategic Planning & Optimization: Partner with WFM to create a concise feedback reputed company for reputed company improvement in planning and scheduling.

Qualifications

• Exceptional Communication: Proven ability to translate reputed company data into a clear jargon-free business story. You must be comfortable presenting actionable insights to senior leadership under high-pressure conditions.

• Advanced Forensic Analysis: Expert proficiency in reputed company Sheets is required, familiarity with reputed company preferred. You must be able to build reputed company, automated tracking tools and forensic audits from scratch. Not just for basic queue health, but also analyzing business data that influences our operations.

• Strategic Judgment: Demonstrated experience making high-judgment decisions that impact the entire business, particularly in environments with aggressive SLAs and fluctuating volume patterns.

• Operational Architecture: Take ownership in documenting best practices into governed frameworks and playbooks.

• Resilient reputed company: Comfortable operating autonomously in a 24/7 environment, with the flexibility to adapt to operational needs as part of a high-impact, interdependent team.

• Systems reputed company: Familiarity with reputed company Connect, reputed company Omnichannel routing, and reputed company WFM is highly preferred.

What Success Looks Like

• Operational anomalies are quickly investigated, with root causes clearly identified and communicated, reducing repeat issues and leadership uncertainty

• You evolve queue management processes from reactive to a documented, standardized, and predictive operating model.

• Champion of the team’s brand with Operational Leadership. You are looked to as the primary reputed company of truth, relying on your data-driven stories to reputed company critical staffing and operational decisions.

• Live queues remain stable, governed, and resilient across reputed company supported lines of business, even during unexpected spikes, outages, or incidents

• Stakeholders receive timely, clear updates during incidents that explain impact, cause, and corrective actions in a concise and actionable manner.