Operational Coordinator

Job Overview

Greetings from our organization.

Key Responsibilities

Monitor call volumes, agent status and queue lengths in real-time to identify potential issues.

Adjust agent schedules in real-time based on call volume fluctuations.

Ensure agents take scheduled breaks and manage unplanned absences.

Track agent adherence to their scheduled work times.

Generate real-time reports on key metrics like call volume, average handle time and service level attainment.

Work closely with operations managers to identify and address operational challenges.

Analyze real-time data to identify patterns and trends that may impact service levels.

Evaluate employee performance and escalate critical issues when necessary.

Utilize workforce management software to monitor real-time data, adjust schedules and generate reports.

The ideal candidate should have a strong analytical mindset, excellent communication skills and the ability to work under pressure.

They should also be proficient in workforce management software and tools and have an understanding of contact center operations and key performance metrics.

Required Skills & Qualifications

Strong analytical skills

Excellent communication skills

Ability to work under pressure

Proficiency in workforce management software and tools

Understanding of contact center operations and key performance metrics

Benefits

Opportunity to work in a dynamic environment

Chance to develop your career in a leading organization

Why Join Us?

We are committed to delivering exceptional customer service

Our goal is to make a positive impact on people's lives

Join us and contribute to our mission!