About the Role
Outbound Senior Coordinator
Remote
Contact Center /
Full-Time /
Remote
The Senior Coordinator is responsible for managing a variety of tasks within the Outbound call center while providing excellent customer service. Key tasks include managing specific projects or aspects of the team’s work, solve complex issues, guide Coordinators, and ensure quality and efficiency in task execution. The Senior Coordinator also assists the Outbound Department Leadership in varying projects and departmental tasks.
Responsibilities:
- Responsible for maintaining assigned projects, analysis, reports, audits, and other administrative responsibilities as assigned by management.
- First level support in monitoring and coaching in the Help Desk Chat during assigned shifts.
- Monitors incoming call activity and adjusts staffing levels as needed for coverage.
- Audit key processes for accuracy including call quality monitoring.
- Reviews and approves requests to be cancelled and ensures all eligible interpreters were attempted.
- Liaise with other departments on escalated issues involving client and interpreters needs.
- Performs other duties as assigned.
Requirements
- 2-4 years of call center experience
- Bachelors degree preferred
- Strong oral and written communication skills
- Professional and positive phone manner with clients from various industry sectors.
- Attention to detail while effectively juggling multiple tasks.
- Basic knowledge of call center operations.
- Must be familiar with Microsoft Office suite and demonstrate the ability to type 30 wpm.