Operations Coordinator

At Levanter, we’re looking for a detail-oriented and proactive Operations Coordinator to help drive operational excellence and ensure day-to-day performance runs smoothly. This role plays a critical part in monitoring key metrics, maintaining data accuracy, and coordinating across teams to support workforce efficiency, compliance, and client expectations. If you thrive in a fast-paced, data-driven environment and enjoy turning insights into action, this is an opportunity to make a real operational impact. Job Profile - Perform daily follow-up and monitoring of key operational metrics, including shrinkage, lateness, show rate, adherence, waiting time, and end-of-day (EOD) reports. - Conduct daily and hourly intraday reviews to identify work avoidance behaviors, excessive breaks, or operational deviations. - Review QA evaluations received via email to identify outliers and ensure proper documentation and tracking. - Perform random audits of check-in applications to ensure agents comply with photo and attendance requirements. - Maintain and update multiple operational rosters (EQ roster, WFM roster, training roster) to ensure alignment with new hires, attrition, and production status. - Track headcount and attrition metrics, updating weekly trackers and uploading information to Smartsheet and SharePoint as required. - Maintain and update EQ Waves documentation to support tenure tracking, bonus eligibility, and monthly client compliance tests (OIG). - Support performance bonus processes by validating QA data, adherence reports, and eligibility requirements. - Ensure operational dashboards and QA dashboards remain current and accurate. - Monitor RTOA compliance and follow up on attendance-related risks. - Review and track personnel at risk through weekly application reviews. - Coordinate and participate in daily stand-up meetings with Operations, HR, and WFM. - Participate in weekly and monthly interdepartmental meetings, including EQ Ramp Meetings and compliance reviews with WFM. - Support monthly budget creation, adjustments, and weekly tracking of delivered and projected minutes. - Ensure all client feedback is properly logged and documented in the corresponding tracking charts. - Review and validate operational billing data to ensure accuracy and completeness. Job Functions - Coordinate daily operational activities to ensure compliance with internal standards and client requirements. - Support workforce management processes by maintaining accurate and up-to-date operational data. - Monitor performance indicators and escalate risks or deviations in a timely manner. - Collaborate cross-functionally with HR, WFM, QA, Training, and Leadership teams. - Ensure data integrity across operational systems, reports, and dashboards. - Support performance management, incentive programs, and compliance initiatives. - Assist in operational planning, budgeting, and capacity forecasting. - Maintain consistent communication with stakeholders regarding operational status and risks. - Bilingual communication skills (written and orally) - Strong forecast and oversight skills - Strong IT skills and Google Workspace management(preferred) - Good decision-making skills and response to high-pressure situations - 1 year minimum experience in supervision Skills - Strong analytical and data management skills. - High attention to detail and accuracy. - Ability to manage multiple reports and data sources simultaneously. - Proficiency with spreadsheets, dashboards, and reporting tools. - Strong communication and coordination skills. - Ability to work in a fast-paced, metrics-driven environment. Apply now and be part of a team that keeps operations running at their best. #OperationsCoordinator #Operations #WorkforceManagement #OperationalExcellence #DataDriven #Metrics #Compliance #TeamCollaboration #SanPedroSula #HiringNow #Levanter

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