Job overview:
the coordinator operations oversees daily supervision of a group of call center associates, serving as a mentor and coach to team leaders. This role ensures performance metrics are met through effective coaching, motivation, and accountability of both associates and team leaders.
key responsibilities:
* lead and develop team members through effective coaching and communication, fostering teamwork and cooperation.
* regularly coach direct reports to ensure performance metrics are achieved.
* identify performance-related issues, develop improvement plans, and implement corrective actions, including potential termination if necessary.
* ensure service delivery meets contractual key performance indicators (kpis) and financial expectations.
* communicate expectations and provide timely updates and changes to employees.
* provide subject matter expertise in handling escalated customer calls as needed.
* manage team metrics and retention goals, collaborate with site leadership to reduce attrition, and provide feedback on performance and behavior.
* stay updated on internal work processes, policies, and procedures, and attend required manager development training.
* supervise call center associates, including work and attendance monitoring.
* complete projects to increase productivity, quality, or kpi achievement.
* promote the company's values through behavior and attitude and advocate for team members.
requirements:
* associate's degree in a related field with four to six years of experience, including at least one year of progressive management experience, is preferred.
* strong communication skills, both written and verbal.
* demonstrated ability to mentor, coach, and provide direction to a team.
* ability to lead teams in multi-tasking, prioritization, and meeting deliverable timelines.
* willingness to work a flexible schedule.
* english proficiency: b2 or c1