Call Center Coordinator

3 weeks ago

Warren, United States ektello Full time

Global Command Center Coordinator (Call Center)

About the Customer Experience Global Command Center:

The Global Command Center oversees and monitors contact center and system performance for the clients Connected and Customer/Dealer Services with the priority of ensuring best-in-class customer service. The group performs a mission-critical role in the daily operation of the contact center network and is responsible globally for enterprise service and customer experience delivery across all channels inclusive of human and digital experiences.

About the Role:

The Global Command Center Coordinator will primarily work directly with suppliers to ensure Contact Center staffing obligations are fulfilled. The selected candidate will monitor, report, and analyze intraday performance by business unit to ensure key performance indicators are met across the Global Enterprise and in an efficient manner. The position will be responsible for monitoring and communicating from a Global Contact Center perspective. This role will utilize workforce management tools and reporting to make decisions regarding staff management at each location to ensure service performance objectives, occupancy, and allocation targets are being met. Communication with supplier management, Business Performance Leads, as well as executive leadership, are key functions of the job. The Global Command Center Coordinator is an extension of typical workforce management, with an emphasis on staff management.

This role will help direct the Command Center Analysts in an indirect reporting relationship. Demonstrated ability to develop subordinates skills through personal interaction and communication. Displays interpersonal skills necessary to communicate Analyst skill requirements and areas for improvement. Consistently communicate and interact with Analysts to achieve the best service possible. Must seek team success through Analyst performance and development.

Job Responsibilities Include:

  • Provide input for the Daily Enterprise Staffing Call for day-of staffing and future days concerns. Responsible for reviewing action plans and any follow-up or deviation to the action plans presented by the sites.
  • Always maintain a 5-Day Staffing Outlook to eliminate same-day staffing shortages.
  • Continuously monitor metrics for all Business Units to observe and react to any trends that are being observed throughout the day across the Global Enterprise.
  • Cultivate relationships with each supplier, with a comprehensive understanding of contract expectations and limitations.
  • Assist with skill management and leveraging.
  • Host operational bridge-lines.
  • Assist with technical issues and potential technical bridge lines.
  • This individual will be required to communicate effectively with the clients Management and its partners.
  • This individual will be responsible for performing analyst duties as needed to ensure proper coverage throughout the day and managing the day-to-day key performance metrics.

Skills/Qualifications:

  • Bachelor's Degree or equivalent workforce management experience preferred.
  • 2-3 years of experience in forecasting, monitoring, and analysis of customer contacts in a contact center real-time environment preferred. Technical or automotive experience a plus.
  • Highly innovative and creative thinker.
  • Must possess the ability to analyze trends and act appropriately.
  • Willingness and ability to adapt to frequent and fast-paced changes.
  • Excellent written and verbal communication skills
  • Working knowledge of industry-standard contact center technology (ACD, IVR, Network Features), reporting automation applications
  • Able to work with others in a highly collaborative way, listening to others input, valuing outside perspectives, and continuously seeking feedback.
  • Thorough knowledge of NICE IEX WFM (centralized, multi-media, multi-site) preferred.
  • Comprehensive understanding of contact center metrics
  • Proficiency in the following tools is ideal: MS Teams, Skype, SharePoint, Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), IEX, CCPulse, Salesforce, CXOne, DCCM, Global Advisor Application, and Siebel

Location: Warren, MI | Onsite

Duration: 12+ month W2 contract

19079

by Jobble

  • Global Command Center Coordinator

    5 days ago

    Warren, United States ektello Full time

    Job Description Global Command Center Coordinator About The Customer Experience Global Command Center The Global Command Center oversees and monitors contact center and system performance for the clients Connected and Customer/Dealer Services with the priority of ensuring best in class customer service. The group performs a mission critical role in the daily...

  • Intake Referral Coordinator

    2 weeks ago

    Warren, United States Behavioral Center of Michigan Full time

    The Behavioral Center of Michigan, an accredited psychiatric hospital providing high levels of psychiatric care to adult patients and committed to person focused care, is looking for an Intake Referral Coordinator who will be responsible for obtaining initial clinical information which is communicated to the Charge Nurse or physician. The coordinator...

  • Workforce Management Coordinator

    2 weeks ago

    Warren, United States NTI Remote Work Freelance Full time $30

    Position: Workforce Management CoordinatorShift: 1stPay: $30/hrLocation: On-site Warren, MIPosition Overview:The Workforce Management Coordinator will primarily work directly with suppliers to ensure Contact Center staffing obligations are fulfilled. The selected candidate will monitor, report, and analyze intraday performance by business unit to ensure key...

  • Treatment Coordinator

    3 weeks ago

    Warren, United States Redwood Dental of Warren Full time

    Job DescriptionJob DescriptionOur high end practice has been serving the community for over 30 years. Dr. Bouchillon and his loyal team pride themselves on the relationships they have formed with their patients and strive to spend quality time each visit to provide proper education. We are looking to add a Treatment Coordinator to our team! The right...

  • Administrative Operations Coordinator

    1 month ago

    Warren, United States American Fence & Supply Co., Inc. Full time

    Job DescriptionJob DescriptionGENERAL DESCRIPTIONAssist operations management team as required with all assigned daily tasks, routine maintenance/organization of files, projects, paperwork, and project related task management. As directed by a project manager or operations manager. Time tracking and maintain temporary fence programs and materials.Attention...

  • Weekend Dispatcher Coordinator

    4 weeks ago

    Warren, United States SERVPRO of East Mahoning County Full time

    Job DescriptionJob DescriptionBenefits:Competitive salaryTraining & developmentOpportunity for advancement SERVPRO Team Dobson is hiring a Weekend Dispatch Coordinator 2 10-hour shifts Saturday and Sunday.20 hours per weekBenefitsSERVPRO Team Dobson offers:Competitive compensationCareer progressionProfessional developmentAnd more!As the Weekend Dispatch...

  • Patient Coordinator

    2 weeks ago

    Warren, United States Great Expressions Dental Centers Full time

    As a Patient Coordinator, you will be the first point of contact for patients visiting or calling the dental office. Your primary responsibility is to provide exceptional customer service by greeting patients, scheduling appointments, managing patient records, and handling general administrative tasks. You will play a vital role in ensuring the smooth...

  • Patient Coordinator

    1 week ago

    Warren, United States Great Expressions Dental Centers Full time

    As a Patient Coordinator, you will be the first point of contact for patients visiting or calling the dental office. Your primary responsibility is to provide exceptional customer service by greeting patients, scheduling appointments, managing patient records, and handling general administrative tasks. You will play a vital role in ensuring the smooth...

  • Construction - Job File Coordinator

    4 weeks ago

    Warren, United States SERVPRO of East Mahoning County Full time

    Job DescriptionJob DescriptionSERVPRO of East Mahoning County is hiring aConstruction Job File Coordinator!BenefitsSERVPRO of East Mahoning County offers:Competitive compensationSuperior benefits401KPaid time offAnd more!The Job File Coordinator will perform all tasks related to customer calls, job monitoring, tracking, coordination, and audits of jobs....

  • Customer Service Rep

    2 weeks ago

    Warren, United States The Anderson-Dubose Company Full time

    *JOB SUMMARY:* Coordinates and performs all distribution center data entry functions to ensure accurate and timely information for customers and for the Company. This schedule is Sunday through Thursday.*ESSENTIAL FUNCTIONS:** Enters or processes data on a daily basis for several distribution center functions, including billing, purchase orders, delivery...

  • Hybrid Recruiting Coordinator

    2 days ago

    Warren, United States NTI Remote Work Freelance Full time

    The Global Talent Acquisition (GTA) Team is looking for a Coordinator who shares our clients vision and interest in providing an exemplary customer service experience to our North American based candidates. Applicants who have a customer service focus, a passion for providing superb candidate care and always looking for new ways to improve or automate...

  • Coordinator-Performance Improvement

    7 days ago

    Warren, United States Ascension Full time

    Details Department: Total Quality Management Schedule: Part Time/.75 FTE/ Day Shift- Hospital: Ascension Macomb Location: Warren, MI Benefits Paid time off (PTO) Various health insurance options & wellness plans Retirement benefits including employer match plans Long-term & short-term disability Employee assistance programs (EAP) Parental leave & adoption...

  • Patient Coordinator

    5 days ago

    Warren, MI, United States Great Expressions Dental Centers Full time

    As a Patient Coordinator, you will be the first point of contact for patients visiting or calling the dental office. Your primary responsibility is to provide exceptional customer service by greeting patients, scheduling appointments, managing patient records, and handling general administrative tasks. You will play a vital role in ensuring the smooth...

  • Registered Nurse

    3 weeks ago

    Warren, United States St. Anthony Healthcare Center Full time

    Are you a critical thinker, a skilled communicator and passionate about caring for seniors? Are you seeking career advancement? As a Registered Nurse (RN) at St. Anthony Healthcare Center, you have the opportunity to use your nursing skills and become a leader.At Ciena Healthcare, we take care of you too, with an attractive benefit package...

  • Registered Nurse

    4 weeks ago

    Warren, United States St. Anthony Healthcare Center Full time

    Are you a critical thinker, a skilled communicator and passionate about caring for seniors? Are you seeking career advancement? As a Registered Nurse (RN) at St. Anthony Healthcare Center, you have the opportunity to use your nursing skills and become a leader. At Ciena Healthcare, we take care of you too, with an attractive benefit package...

  • Talent Acquisition

    2 days ago

    Warren, United States HRU Technical Resources Full time

    Job DescriptionJob DescriptionJob Title:Talent Acquisition (Recruiting) CoordinatorType of Position:12-month contract position to start. Possible to be renewed, likely long term for direct hire.Job Location:Warren, MI (hybrid role)Compensation:$28.00/hr to $33.00/hr (depending on experience). Overtime is paid at 1.5x over 40 hours.Benefits:•   ...

  • Registered Nurse

    7 days ago

    Warren, United States St. Anthony Healthcare Center Full time

    Are you a critical thinker, a skilled communicator and passionate about caring for seniors? Are you seeking career advancement? As a Registered Nurse (RN) at St. Anthony Healthcare Center, you have the opportunity to use your nursing skills and become a leader. At Ciena Healthcare, we take care of you too, with an attractive benefit package including: ...

  • Registered Nurse

    1 week ago

    Warren, United States St. Anthony Healthcare Center Full time

    Are you a critical thinker, a skilled communicator and passionate about caring for seniors? Are you seeking career advancement? As a Registered Nurse (RN) at St. Anthony Healthcare Center, you have the opportunity to use your nursing skills and become a leader. At Ciena Healthcare, we take care of you too, with an attractive benefit package including: ...

  • Registered Nurse

    2 weeks ago

    Warren, United States St. Anthony Healthcare Center Full time

    Are you a critical thinker, a skilled communicator and passionate about caring for seniors? Are you seeking career advancement? As a Registered Nurse (RN) at St. Anthony Healthcare Center, you have the opportunity to use your nursing skills and become a leader. At Ciena Healthcare, we take care of you too, with an attractive benefit package including:...

  • Registered Nurse

    4 weeks ago

    Warren, United States St. Anthony Healthcare Center Full time

    Job DescriptionAre you a critical thinker, a skilled communicator and passionate about caring for seniors? Are you seeking career advancement? As a Registered Nurse (RN) at St. Anthony Healthcare Center, you have the opportunity to use your nursing skills and become a leader.At Ciena Healthcare, we take care of you too, with an attractive benefit package...