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Operations Coordinator

2 months ago

Bossier City, Louisiana, United States YoungWilliams Full time

Job Summary

At YoungWilliams, we are seeking a highly skilled and experienced Supervisor to join our team. As a key member of our leadership team, the Supervisor will be responsible for providing guidance and direction to a team of Customer Service Representatives, ensuring that our high standards of customer service are met.

Key Responsibilities

  • Provide leadership and direction to a team of Customer Service Representatives, motivating and evaluating individual and team performance.
  • Oversee the development of goals and performance expectations, ensuring that team members are aligned with company objectives.
  • Collaborate with management to develop policies and procedures for daily operations, ensuring that our processes are efficient and effective.
  • Monitor and analyze daily, weekly, and monthly productivity and quality metrics, identifying areas for improvement and implementing solutions.
  • Proactively identify and address issues, implementing solutions to ensure quality customer service and timely call management.
  • Provide performance coaching to associates, detailing areas of success and opportunities for improvement.
  • Conduct regular team meetings to ensure open communication and address any concerns or issues.
  • Develop and implement tools to assist management in report generation, ensuring that we meet our contractual obligations.

Requirements

We are seeking a candidate with a strong background in customer service or call center management, with a proven track record of success in leading and motivating teams. The ideal candidate will have:

At least one year of experience in a customer service or call center environment.Experience in a leadership or supervisory role, with a proven ability to motivate and evaluate team performance.Excellent communication and interpersonal skills, with the ability to work effectively with diverse groups.Strong analytical and problem-solving skills, with the ability to identify and address issues.Computer literacy and experience with report generation tools.