Receptive Call Center Coordinator

Description

Job Summary: Manage and optimize call center operations, lead teams, ensure performance metrics are met, and implement process improvements to enhance customer satisfaction. Key Highlights: 1. Lead and develop supervisor teams 2. Optimize processes and tools for efficiency and customer satisfaction 3. Serve as the escalation point for complex issues Monitor and ensure achievement of critical metrics (KPIs) such as AHT (Average Handle Time), AWT (Average Wait Time), Service Level, FCR (First Call Resolution), and Occupancy. Manage the queue in real time and take immediate actions to balance workforce and maintain stable Service Level. Analyze volumetric and quality reports to identify bottlenecks and opportunities for process optimization. Lead and develop the Supervisor team, ensuring they replicate best practices in management and coaching for Agents. Manage team engagement, absenteeism, and turnover by creating corrective action plans. Actively participate in quality calibration processes and provide constructive feedback. Collaborate with Planning, Quality, and Training departments to align operational goals and strategies. Implement process and tool improvements focused on increasing efficiency and customer satisfaction (CSAT/NPS). Manage communication with the client side (the contracting client, if operating as a BPO). Serve as the final escalation point for complex issues or operational crises. Proven experience in coordinating/managing large-scale receptive call center/SAC operations (high call volume and large number of agents). Solid knowledge of contact center metrics and Workforce Management (WFM) tools. Ability to adapt leadership style to different supervisors and operational situations. Ability to make rapid decisions under pressure during Service Level drops or technical incidents. Excellent data analysis skills (advanced Excel or BI tools) to translate numbers into actionable insights. Essential interpersonal communication skills for interacting with senior management and operational teams. Ability to view operations holistically, aligning them with the client's business objectives. **Minimum Education:** Bachelor's Degree