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Call Center Coordinator

Olivette, MO

Post Date: 01/18/18 Job ID: 43384 Industry: Customer Service Coordinator

HireLevel powered by Extra Help is seeking a Call Center Coordinator for a Call Center located in Olivette, Missouri.



Compensation: $16-$20 an hour and this position is contract to direct

Location: Olivette, MO

Shift: Full-time role working 10: 30am - 7: 00pm Monday-Thursday, 8: 30am - 5: 00pm Friday, and sharing coverage on a rotation of Saturdays/Sundays.

Similar Positions: Call Center Representative, Customer Service Representative



Specific duties and responsibilities of the position include:

Work Force Scheduling and Traffic Control
  • Analyze demand and forecast scheduling needs
  • Document processes and procedures
  • Track data and use it to improve forecast modeling
  • Identify and solve process challenges through training, analysis of performance metrics, and use of advanced optimization techniques
  • Adjust workloads/staffing levels within the daily operations to meet demands of the customers
  • Manage Department calendars, project assignments and off time from the phones
  • Continuously look for ways to improve quality, service, efficiency, effectiveness and productivity



Cisco Call Center Monitoring
  • Diligently monitor Cisco system and manage all call center related functions
  • Monitor call center activities to ensure excellent service is provided to customers on a timely basis
  • Provide guidance and assistance to the Call Center staff in problem resolution
  • Assist with Command Center policies and written standard operating procedures
  • Prepare training manuals and other materials as directed by Operations Managers
  • Develop new Queue s and Campaigns across all call center functions
  • Open and close Call Center as assigned
  • Serve as Manager on Duty on any shift when needed
  • Lead by example with outstanding attendance, positive behavior and focus throughout each day
  • Be highly visible and available to help when needed



Communication
  • Communicate progress toward goals and performance of staff to Call Center leadership
  • Liaison to Help Desk for Call Center team
  • Must maintain diplomacy and tact even when dealing with emotionally charged issues and interpersonal conflict



Requirements of the Role:
  • Reliable, dependable, exemplary attendance is critical in this position
  • Proficiency with MS Office
  • Strong critical thinking skills to analyze call volume, employee workloads, and staffing optimization
  • Attention to details and accuracy along with strong organization skills
  • Ability to understand complex information, action and communicate appropriately
  • Strong verbal (oral and written) communication skills
  • Ability to work independently and within a team with little supervision
  • Cooperative and willing to assist others



Ideal Candidate would have:
  • Cisco monitoring skills; prior experience managing call center traffic and workloads
  • Leadership skills
  • Experience with WFO tools
  • Prior Workforce Management experience



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