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    3 weeks ago

    Tallahassee, United States Golden Lighting Full time

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On Site Coordinator

1 month ago

Tallahassee, United States elevate DIGITAL Full time

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.