Call Center Coordinator

Roles and responsibilities

1. Team Management and Supervision

• Monitor Team Performance: Supervise a team of customer service agents to ensure that they are meeting performance targets such as call volume, response time, and customer satisfaction scores.
• Training and Development: Train new hires and provide ongoing coaching to the team to improve skills, product knowledge, and performance.
• Shift Scheduling: Create and manage work schedules to ensure adequate coverage during peak call hours and manage staffing levels based on call volume forecasts.
• Motivation and Morale: Foster a positive work environment, motivating the team to achieve performance goals and resolve customer issues effectively.

2. Operational Coordination

• Daily Operations: Oversee the day-to-day operations of the call center, ensuring smooth workflow and efficient handling of customer inquiries.
• Workflow Optimization: Identify areas for process improvement and implement strategies to streamline workflows, reduce wait times, and improve operational efficiency.
• Resource Allocation: Ensure that the necessary resources, such as technology, systems, and personnel, are available to handle customer calls effectively.
• Monitor Call Volume: Track call volume trends and adjust staffing levels and schedules to manage periods of high demand.

3. Customer Service Excellence

• Customer Issue Resolution: Handle escalated customer complaints or issues, ensuring they are addressed promptly and satisfactorily.
• Quality Assurance: Monitor calls to ensure that agents follow company protocols, maintain high-quality customer service standards, and adhere to policies.
• Customer Satisfaction: Regularly review customer feedback and performance metrics to ensure customer satisfaction levels are maintained or improved.
• Conflict Resolution: Mediate conflicts between agents and customers, ensuring that issues are resolved efficiently and professionally.

4. Reporting and Analysis

• Performance Metrics: Collect and analyze performance data, such as average handle time, first-call resolution rate, call abandonment rate, and customer satisfaction (CSAT) scores.
• Generate Reports: Create and present regular reports on call center performance, staffing requirements, and key performance indicators (KPIs) to senior management.
• Actionable Insights: Provide insights based on call trends, customer feedback, and agent performance to inform decision-making and improve service delivery.
• KPIs and Targets: Establish performance targets and KPIs for the team, track progress, and ensure goals are met.

5. System and Technology Management

• Call Center Software: Ensure the proper functioning of call center software and systems (e.g., CRM, automated dialing systems, helpdesk software) to support efficient operations.
• Troubleshooting: Address any technical issues with call center equipment or software and escalate issues to the IT department when necessary.
• Process Automation: Explore opportunities to automate repetitive tasks or processes to improve operational efficiency.

Desired candidate profile

Technical Skills
Call Center Technology: Familiarity with call center software, call routing systems, and workforce management tools.
Microsoft Office Suite: Proficiency in using Microsoft Office, especially Excel for data analysis and reporting.
CRM Software: Experience using customer relationship management (CRM) systems to track interactions and monitor performance.
Analytics Tools: Familiarity with performance analytics and reporting tools to track key metrics and performance indicators.
Soft Skills
Leadership and Team Management: Strong leadership skills, with the ability to motivate and manage a team, set performance expectations, and provide guidance and support.
Communication Skills: Excellent verbal and written communication skills to clearly convey information to both customers and team members.
Problem-Solving: Strong problem-solving skills to handle escalated customer complaints, workflow issues, or staffing challenges.
Customer-Focused: A customer-centric attitude, with the ability to handle difficult situations with professionalism and empathy.
Time Management: Strong organizational and time management skills to handle multiple tasks and priorities efficiently.
Adaptability: Ability to quickly adapt to changes in technology, processes, or customer needs.