Champion Window
DescriptionThe Operations Coordinator is responsible for monitoring and improving Service Level and management of off phone projects to ensure the highest level of performance for the Customer Advocacy Call Center.
This position will also be responsible for effective and timely execution of project tasks associated with the Customer Advocacy Center.
Essential Functions:
Monitor and control business operations to meet customer expectations and company goalsResponsible for the development, maintenance, and training of contact center operations reporting, to include individual, team, center and enterprise statistics.
Facilitate weekly / monthly service planning and forecasting meetingsCoordinate and manage project tasks to ensure smooth operations deliveryDevelop and maintain KPI reporting to measure effectiveness of CACImprove existing processes where applicable, and implementing new processes where required to facilitate efficiency across all aspects of customer and Champion Branch interactionsAdminister Call Center Telephony, and execute on system innovations to meet internal client needsRemain on call after hours and weekends to address urgent telephony, marketing and system needs after business hours.
Schedule may vary dependent on the needs of a 24/7 contact centerKnowledge, Skills and AbilitiesBachelor's degree or educational equivalent preferredProficient in SQL, Excel and Work Force Management forecasting toolsMinimum 2 years workforce forecasting and scheduling experience within a contact center environmentCreative and practical problem solving/critical thinking skillsMust be able to work independentlyExcellent written and verbal communication skillsKnowledge and understanding of finance, KPI and Contact Center metricsMust be able to be on call to support the retail hours of the Branches, including weekends and evening Champion Window is an Equal Employment Opportunity EmployerQualificationsSkillsBehaviors:
Motivations:
EducationExperienceLicenses & CertificationsAbout the Company:
Champion Window.
Estimated Salary: $20 to $28 per hour based on qualifications.
This position will also be responsible for effective and timely execution of project tasks associated with the Customer Advocacy Center.
Essential Functions:
Monitor and control business operations to meet customer expectations and company goalsResponsible for the development, maintenance, and training of contact center operations reporting, to include individual, team, center and enterprise statistics.
Facilitate weekly / monthly service planning and forecasting meetingsCoordinate and manage project tasks to ensure smooth operations deliveryDevelop and maintain KPI reporting to measure effectiveness of CACImprove existing processes where applicable, and implementing new processes where required to facilitate efficiency across all aspects of customer and Champion Branch interactionsAdminister Call Center Telephony, and execute on system innovations to meet internal client needsRemain on call after hours and weekends to address urgent telephony, marketing and system needs after business hours.
Schedule may vary dependent on the needs of a 24/7 contact centerKnowledge, Skills and AbilitiesBachelor's degree or educational equivalent preferredProficient in SQL, Excel and Work Force Management forecasting toolsMinimum 2 years workforce forecasting and scheduling experience within a contact center environmentCreative and practical problem solving/critical thinking skillsMust be able to work independentlyExcellent written and verbal communication skillsKnowledge and understanding of finance, KPI and Contact Center metricsMust be able to be on call to support the retail hours of the Branches, including weekends and evening Champion Window is an Equal Employment Opportunity EmployerQualificationsSkillsBehaviors:
Motivations:
EducationExperienceLicenses & CertificationsAbout the Company:
Champion Window.
Estimated Salary: $20 to $28 per hour based on qualifications.
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