Contact Center Operations Coordinator

$41,870 - $46,093/Yr

Kansas Department Of Labor - Topeka, KS

Full-time - Entry Level

Topeka, KS

About the position

The Unemployment Contact Center Operations Coordinator plays a crucial role in ensuring the smooth functioning of a call center by continuously monitoring multiple screens to analyze and adjust staffing levels for optimal customer service. This position demands a blend of high attention to detail, assertiveness, and interpersonal skills to manage and retain a dynamic flow of service in a fast-paced environment. The ideal candidate will combine these skills to excel in a role that is both demanding and rewarding, driving continuous improvement in call center operations while nurturing a dedicated and motivated team. Key responsibilities include overseeing multiple monitors displaying real-time data on call volume, wait times, agent performance, and customer satisfaction metrics. The coordinator must quickly identify trends and potential issues to ensure that staffing levels align with demand. In addition, they will make informed decisions to adjust staffing levels based on current needs, which involves reassigning tasks, shifting agents between different queues, and scheduling breaks to maintain efficiency and service quality. The role also requires analyzing performance data to identify patterns, forecast busy periods, and plan for peak times. The coordinator will utilize advanced call center software and technology platforms, staying updated on new tools and systems that can enhance operational effectiveness. Assertive decision-making is essential, as the coordinator must balance the immediate needs of the call center with long-term goals. Fostering a positive work environment through engagement with staff, providing feedback, and offering solutions to improve job satisfaction is also a key aspect of this role. Creative problem-solving skills are necessary to address unexpected challenges and implement innovative solutions to enhance overall performance.

Responsibilities

• Oversee multiple monitors displaying real-time data on call volume, wait times, agent performance, and customer satisfaction metrics.
• Quickly identify trends and potential issues to ensure that staffing levels align with demand.
• Make informed decisions to adjust staffing levels based on current needs, including reassigning tasks and scheduling breaks.
• Analyze performance data to identify patterns, forecast busy periods, and plan for peak times.
• Operate and troubleshoot advanced call center software and technology platforms.
• Assertively make decisions on staffing and operational adjustments while balancing immediate needs with long-term goals.
• Foster a positive work environment by being approachable, supportive, and communicative.
• Engage with staff to understand their concerns and provide feedback.
• Think creatively to resolve issues and implement innovative solutions.

Requirements

• High School Diploma or GED equivalency.
• Minimum of one year in an office setting to include experience with Microsoft Office.
• Minimum of one year in a leadership, supervisory or management role where decision making, team engagement or project management were key responsibilities.

Nice-to-haves

• Minimum of one year experience in managing call center queues.
• A Bachelor's degree in Business Administration, Management, Information Technology, or a related field.
• Relevant certifications or coursework in management or operations.

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance