Operations Coordinator Hybrid
Hours/Days: M-F Days and after hours as needed
Salary: $40,000 Yearly
Job Summary:
The Operations Coordinator plays a pivotal role in overseeing administrative functions within the call center, ensuring smooth operations, and supporting the team in achieving performance goals.
Key Responsibilities:
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Administrative Oversight:
• Manage day-to-day administrative tasks, including document handling, record-keeping, and data entry.
• Develop and implement efficient filing systems to organize and maintain records.
• Monitor and manage SOPs, ensuring they are effective, up-to-date, and available for the team.
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Team Coordination:
• Serve as a liaison between operations and support teams.
• Collaborate with team leaders to streamline communication and enhance workflow efficiency.
• Conduct regular team meetings to discuss updates, challenges, and process improvements.
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Quality Assurance:
• Implement and monitor quality assurance processes for administrative tasks.
• Conduct periodic audits to ensure compliance with established standards.
• Provide feedback and coaching to team members to improve performance.
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Training and Development:
• Facilitate training sessions for new and existing team members on administrative processes and tools.
• Identify skill gaps and coordinate with the training department to address specific needs.
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Performance Metrics:
• Establish, monitor, and report key performance indicators (KPIs) related to administrative efficiency.
• Collaborate with management to implement strategies for continuous improvement.
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Issue Resolution:
• Address and resolve escalated administrative issues promptly.
• Collaborate with relevant stakeholders to find effective solutions to challenges.
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Technology Management:
• Oversee the use of relevant software and tools for administrative tasks.
• Collaborate with IT to address technical issues and ensure optimal system performance.
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Compliance and Policy Adherence:
• Ensure adherence to company policies and procedures.
• Stay informed about industry regulations and implement necessary changes to maintain compliance.
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Reporting:
• Generate and analyze reports related to administrative performance.
• Provide regular updates to management on key metrics and areas for improvement.
Qualifications:
• Proven experience in administrative roles, preferably in a call center environment.
• Strong leadership and communication skills.
• Proficient in MS Office and relevant administrative tools.
• Knowledge of call center operations and best practices.
• Must be able to work well under pressure and move with a sense of urgency for anything needed by direct reports.