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.

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