Operations Coordinator

The 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 goals
• Responsible 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 meetings
• Coordinate and manage project tasks to ensure smooth operations delivery
• Develop and maintain KPI reporting to measure effectiveness of CAC
• Improve existing processes where applicable, and implementing new processes where required to facilitate efficiency across all aspects of customer and Champion Branch interactions
• Administer Call Center Telephony, and execute on system innovations to meet internal client needs
• Remain 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 center

Knowledge, Skills and Abilities

• Bachelor’s degree or educational equivalent preferred
• Proficient in SQL, Excel and Work Force Management forecasting tools
• Minimum 2 years workforce forecasting and scheduling experience within a contact center environment
• Creative and practical problem solving/critical thinking skills
• Must be able to work independently
• Excellent written and verbal communication skills
• Knowledge and understanding of finance, KPI and Contact Center metrics
• Must 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 Employer