Daily Operations Coordinator, Customer Care

$45,000 - $70,730/Yr

MSC Industrial Direct - Atlanta, GA

Full-time

Atlanta, GA

Merchant Wholesalers, Durable Goods

About the position

The Daily Operations Coordinator for Customer Care at MSC Industrial Supply Co. is responsible for workforce planning and scheduling within the Customer Care Department. This role focuses on ensuring efficient resource movement to maintain exceptional service levels and achieve key performance indicators (KPIs).

Responsibilities

• Schedule and coordinate activities within customer care including training, meetings, and coaching sessions.
• Direct the work of associates to effectively utilize available time.
• Manage and prioritize multiple associate requests in real-time, including time off for projects and customer follow-up.
• Manage processes within customer care to maximize efficiency and effectiveness, including quality monitoring and corrective action plans.
• Maintain accurate data in workforce management regarding schedule exceptions and adherence targets.
• Analyze workforce management data to identify trends and make recommendations for efficiency.
• Partner with the Daily Operations team and Customer Care leadership to optimize schedules.
• Communicate effectively with all stakeholders.
• Assist the Daily Operations Assistant Manager in managing daily operations.
• Maintain confidentiality of associates' personal information and business performance data.
• Foster the MSC Culture to ensure fulfillment of the company's vision.

Requirements

• High School Diploma or equivalent required.
• Bachelor's degree in Business or equivalent preferred.
• Minimum of four years inbound/outbound contact center experience required.
• Experience managing phone queues with a focus on customer service preferred.
• Strong statistical, analytical, and math skills required.
• Knowledge of phone monitoring applications (WFM/WFO & CMS preferred).
• Understanding of key contact center metrics preferred.
• Knowledge of contact center technology required.
• Avaya telephony solutions knowledge preferred.
• Proficiency in MS Office Suite, especially Excel and Access required.
• Ability to coach subordinates and peers required.
• Excellent written and verbal communication skills required.

Nice-to-haves

• Experience with managing phone queues with a focus on flow while maintaining superior customer service preferred.
• Knowledge of contact center metrics including service level, abandon rates, and schedule adherence preferred.

Benefits

• Competitive salary range of $45,000 - $70,730 based on experience.
• Full-time employment with potential for career growth.