Operations Coordinator

4 weeks ago

Grand Rapids, United States CU* Answers Full time $17 - $20
POSITION SUMMARY:The Operations Coordinator position is a full-time position in the Xtend Contact Center. This position is responsible for auditing all aspects of the quality assurance program on behalf of the Contact Center Management team to ensure service level standards of customer service are met by all of the Xtend Contact Center staff. They are responsible for reporting all deficiencies to management. This position will also help create training programs to improve upon any found deficiencies and to standardize the training throughout the quality assurance program.

ESSENTIAL JOB FUNCTIONS:
  • Ensure all aspects of the quality assurance program are met through auditing initiatives and report findings to Contact Center Management.
  • In collaboration with Contact Center Management help develop and/or maintain standards for quality assurance program.
  • Provide Call Center Agent Phone Auditing for quality assurance standards to support initiative set by Contact Center Management.  
  • In collaboration with Team Leads provide feedback to Call Center Phone Agents regarding performance metrics related to quality assurance standards this includes but is not limited to call score, tracker, web chat, and training plan audits.  
  • Create standardized training programs for call center agents to help improve overall departmental performance, skill enhancement and agent performance.
  • Create, track, and report on monthly statistics related to the quality assurance program for the call center teams.  
  • Work with Contact Center Management team to help establish, adjust, and provide training support for staff on quality assurance standards.
  • Audit agent trackers for compliance with quality assurance standards. 
  • Audit open trackers to ensure credit unions are following up on them during the current month and report to management all results of audits.
  • Other responsibilities as assigned by Management.

JOB QUALIFICATIONS:
  • High School diploma or equivalent required.
  • 2-year degree preferred in Business or Finance.
  • 1-to-2-year previous training experience required.
  • 1 to 2 years call center experience required.
  • Previous experience a credit union or financial institution is preferred.  
  • Knowledge in CU*BASE Software preferred.
  • Excellent written, verbal and interpersonal communication skills
  • Minimum of one year of relevant experience in office work is preferred. 
  • Proficient in Microsoft Office applications (Outlook, Word, Excel, PowerPoint) is required.   
  • Previous experience in call monitoring preferred.
  • Must have excellent attention to detail. 
  • Must have ability to take initiative and work independently. 
  • Ability to use discretion when dealing with sensitive or confidential data.

WORK ENVIRONMENT & PHYSICAL ACTIVITIES:Xtend operates in a professional office building setting. Some job assignments at Xtend are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. Xtend is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company.  

Relationships with Others: The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the company. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.  

Physical Demands: While performing the duties of this position, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone. The employee must be able to see within normal vision range. The individual must have manual dexterity to operate a keyboard and mouse.  NOTICE:This job description is not intended to be, nor should be construed as a contract for employment. Xtend makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what Xtend has defined this position to be.  

Xtend will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify Xtend in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. Xtend, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

Xtend is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. Xtend is an Equal Opportunity Employer.  

About CU* Answers:

CU*Answers offers a wide array of career opportunities ranging from software development to customer service roles. With our employee development initiatives, we focus on our employees finding a career, not just a job. CU*Answers has a proven track record of developing staff members and promoting from within. If you are ready to join a team built on the principles embedded throughout the credit union industry, check out our career opportunities today

  • Legal Operations Coordinator

    1 week ago

    Grand Rapids, United States Meijer Full time

    As a family company, we serve people and communities. When you work at Meijer, you’re provided with career and community opportunities centered around leadership, personal growth and development. Consider joining our family - take care of your career and your community! **Meijer Rewards** - Weekly pay - Scheduling flexibility - Paid parental leave - Paid...

  • Operations Coordinator

    2 weeks ago

    Grand Rapids, United States Xtend, Inc Full time

    Description: *** The Operations Coordinator position is a full-time position in the Xtend Contact Center. This position is responsible for auditing all aspects of the quality assurance program on behalf of the Contact Center Management team to ensure service level standards of customer service are met by all of the Xtend Contact Center staff. They are...

  • Operations Coordinator

    2 weeks ago

    Grand Rapids, United States CU* Answers Full time

    ***: The Operations Coordinator position is a full-time position in the Xtend Contact Center. This position is responsible for auditing all aspects of the quality assurance program on behalf of the Contact Center Management team to ensure service level standards of customer service are met by all of the Xtend Contact Center staff. They are responsible for...

  • Operations Coordinator

    1 week ago

    Grand Rapids, United States Xtend, Inc. Full time

    ***: The Operations Coordinator position is a full-time position in the Xtend Contact Center. This position is responsible for auditing all aspects of the quality assurance program on behalf of the Contact Center Management team to ensure service level standards of customer service are met by all of the Xtend Contact Center staff. They are responsible for...

  • Operations Coordinator

    2 weeks ago

    Grand Rapids, Michigan, United States Xtend Inc Full time

    POSITION SUMMARY The Operations Coordinator position is a full-time position in the Xtend Contact Center. This position is responsible for auditing all aspects of the quality assurance program on behalf of the Contact Center Management team to ensure service level standards of customer service are met by all of the Xtend Contact Center staff. They are...

  • Operations Coordinator

    4 weeks ago

    Grand Rapids, United States Xtend Inc Full time

    POSITION SUMMARY The Operations Coordinator position is a full-time position in the Xtend Contact Center. This position is responsible for auditing all aspects of the quality assurance program on behalf of the Contact Center Management team to ensure service level standards of customer service are met by all of the Xtend Contact Center staff. They are...

  • Operations Coordinator

    4 weeks ago

    Grand Rapids, United States Xtend Full time

    Job DescriptionJob DescriptionPOSITION SUMMARYThe Operations Coordinator position is a full-time position in the Xtend Contact Center. This position is responsible for auditing all aspects of the quality assurance program on behalf of the Contact Center Management team to ensure service level standards of customer service are met by all of the Xtend Contact...

  • Coordinator, Technical Training

    4 weeks ago

    Grand Rapids, United States Acrisure Full time

    Job Title: Coordinator, Technical Training - Operational Excellence - Department: Operational Excellence, Acrisure Business Services - Location: Onsite (Grand Rapids, Michigan), Hybrid About Acrisure - Acrisure is a fintech financial services leader and among the world’s top 10 insurance brokerages. Acrisure has grown from $38 million to more than $3...

  • Bilingual Operations Coordinator

    1 week ago

    Grand Rapids, United States KBS Full time

    Kellermeyer Bergensons Services (KBS) has immediate full-time, permanent opening to join our Operations Team as an Operations Support Specialist in Grand Rapids, MI . If you enjoy working in a fast-paced environment and helping make an impact on safety in the workplace, then this is the job for you! For more than fifty years, KBS has been providing essential...

  • Bilingual Operations Coordinator

    6 days ago

    Grand Rapids, United States KBS Full time

    Kellermeyer Bergensons Services (KBS) has immediate full-time, permanent opening to join our Operations Team as an Operations Support Specialist in Walker, MI. If you enjoy working in a fast-paced environment and helping make an impact on safety in the workplace, then this is the job for you! For more than fifty years, KBS has been providing essential...

  • Logistics Coordinator

    2 weeks ago

    Grand Rapids, United States Northern Logistics Worldwide Full time

    **Role Description** This is a full-time on-site role for a Logistics Coordinator at Northern Logistics Worldwide. The Logistics Coordinator will be responsible for overseeing day-to-day transportation operations ranging from small parcel, less-than-truckload (LTL), flatbed & dry van, expedited, international shipping and ensuring timely and efficient...

  • Logistics Coordinator

    2 weeks ago

    Grand Rapids, Michigan, United States Northern Logistics Worldwide Full time

    Company DescriptionNorthern Logistics Worldwide is a leading provider of Supply Chain Management solutions based in Grand Rapids, MI. We offer a wide range of services including domestic and international transportation, warehousing, expedites, freight management, and more. Our dedicated team is committed to helping businesses grow through industry-leading...

  • Fleet Coordinator

    2 weeks ago

    Grand Rapids, United States Ayers Basement Systems Full time

    The Fleet Coordinator is responsible for managing the day-to-day operations of the company's fleet. This includes overseeing vehicle maintenance, scheduling repairs, managing fueling and maintenance records, and ensuring compliance with safety regulations. The Fleet Coordinator works closely with drivers, mechanics, team members and the Fleet Manager to...

  • Fleet Coordinator

    4 weeks ago

    Grand Rapids, United States Ayers Basement Systems Full time

    Job DescriptionJob DescriptionThe Fleet Coordinator is responsible for managing the day-to-day operations of the company's fleet. This includes overseeing vehicle maintenance, scheduling repairs, managing fueling and maintenance records, and ensuring compliance with safety regulations. The Fleet Coordinator works closely with drivers, mechanics, team...

  • Fleet Coordinator

    4 weeks ago

    Grand Rapids, United States Ayers Basement Systems Full time

    Job DescriptionJob DescriptionThe Fleet Coordinator is responsible for managing the day-to-day operations of the company's fleet. This includes overseeing vehicle maintenance, scheduling repairs, managing fueling and maintenance records, and ensuring compliance with safety regulations. The Fleet Coordinator works closely with drivers, mechanics, team...

  • Fleet Coordinator

    2 days ago

    Grand Rapids, United States Ayers Basement Systems Full time

    Job DescriptionJob DescriptionThe Fleet Coordinator is responsible for managing the day-to-day operations of the company's fleet. This includes overseeing vehicle maintenance, scheduling repairs, managing fueling and maintenance records, and ensuring compliance with safety regulations. The Fleet Coordinator works closely with drivers, mechanics, team...

  • Logistics Coordinator

    4 weeks ago

    Grand Rapids, United States Notions Marketing Full time

    **Logistics Coordinator Opportunity!**: **ABOUT NOTIONS MARKETING**: Notions Marketing is the premier distributor the craft industry. Located in the Madison Square neighborhood of Grand Rapids, we serve as the backroom supplier to many brick & mortar and ecommerce customers around the world. We have the hottest trending products in the industry and carry...

  • Dining Services Coordinator

    4 weeks ago

    Grand Rapids, United States Porter Hills Full time

    Dining Services Coordinator Full-time, Non-Exempt Brio Living Services | Porter Hills Village Why Brio Living Services | Dining Services? * Fresh, local, and chef-prepared dining experiences * Medical & Dental Insurance| Retirement Savings Plan| Wellness Program & Reimbursement * Generous Paid Time Off | 6 Paid Holidays | 2 Floating Holidays * Growth...

  • Payroll Coordinator

    2 weeks ago

    Grand Rapids, Michigan, United States Dwelling Place Full time

    Compiles payroll data and maintains payroll records. Tracks and prepares reports for financial activities related to payroll, such as workers compensation, unemployment, and flexible spending accounts. Maintains benefit elections in the payroll syst Payroll, Coordinator, Operations Manager, Accounting, Property Management, Records

  • Account Coordinator

    2 weeks ago

    Grand Rapids, United States Selig Group Full time

    The CompanyFounded in 1889, Selig Group is a global leader in the design and manufacture of closure liners and flexible packaging for food, beverage, pharmaceutical, health care, personal care, household, and industrial applications. Selig is known for its technical innovation, quality products and exceptional customer service. Selig’s global footprint...