Job description
Summary
Description
PRIMARY OBJECTIVE:
The Operations Coordinator is responsible for queue management. The Operations Coordinator monitors call control variables to consistently ensure successful client interactions.
ESSENTIAL FUNCTIONS:
needs
wait/answer times, call durations, and schedule adherence
The Operations Coordinator is responsible for queue management. The Operations Coordinator monitors call control variables to consistently ensure successful client interactions.
ESSENTIAL FUNCTIONS:
- Adhere to the company quality policy and promote customer service by
- Proactively adjusting schedules as applicable based on forecasting and report
- Monitoring real-time compliance with schedule adherence, adjusting as needed
- Ongoing real-time communication with distributed leadership teams during
needs
- Report all employee performance issues impacting productivity levels to direct
- Communicate daily with WFM and leadership teams for ensuring call control and adherence monitoring measures are in alignment with expected targets
- Act as the key communicator, real-time with company interpreting staff and
wait/answer times, call durations, and schedule adherence
- Liaison between interpreting staff, leadership and operations teams
- Partner with IT to ensure any technical concerns/issues are reported
- Providing status updates for successful continuation and flow of calls
- Reporting and proactively monitoring for any delays or disruptions in services
- Adhere to complete confidentiality inside and outside of the workplace
- Adhere to the company quality policy and promote customer service by
- All other duties as assigned
EDUCATION AND QUALIFICATIONS:
- Minimum 1-year of customer service experience.
- High School Diploma
- High level of proficiency in using Microsoft Office applications.
- Familiarity with correct names of world languages and countries.
- Ability to multi-task, and work well both independently and cohesively within a
- Excellent verbal and written communication skills.
- Knowledge of video interpreting
SALARY RANGE:
$38,000-$41,000
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