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Call Center Coordinator
1 month ago
Job Summary: As a Call Center Onsite Coordinator, you will be responsible for the daily activity review and SLA metric for a call center project.
Responsibilities:
1. Mentorship and Development:
o Mentor and develop a team of call center representatives, including hiring, training, and performance evaluation.
o Acts as liaison between client managers and project owner.
o Provide coaching and mentoring to improve individual and team performance.
o Foster a positive work environment that encourages teamwork and accountability.
2. Operational Management:
o Ensure call center metrics such as call volume, average response time, and first-call resolution rates are achieved.
o Ensure contract SLA’s are met in order to ensure project success.
o Ensure solid workplace environment and provide necessary guidance to call center personal.
3. Quality Assurance:
o Provide quality assurance mentorship on calls and customer interactions.
o Ensure adherence to company policies, procedures, and compliance requirements.
4. Reporting and Analysis:
o Prepare regular reports on call center performance and trends.
o Analyze data to identify areas for improvement and implement corrective actions.
o Provide insights and recommendations to management based on data analysis.
5. Customer Service Excellence:
o Ensure excellent customer service delivery at all times.
o Monitor and implement strategies for continuous improvement.
o Collaborate with hiring managers to resolve personal issues and enhance service offerings.
Qualifications:
• 3+ years of call center experience.
• Excellent leadership and interpersonal skills, with the ability to mentor and motivate a team.
• Strong analytical and problem-solving abilities.
• Exceptional communication skills, both verbal and written.
• Ability to handle multiple priorities and thrive in a fast-paced environment.
• Proficiency in call center software and Microsoft Office Suite.
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