3 Operations Coordinator - Fernley, NV Jobs in Fernley, NV
VetJobs is Hiring an Operations Coordinator - Fernley, NV Near Fernley, NV
Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
Brief Position SummaryThe Daily Operations Coordinator is responsible for workforce planning and scheduling for our Customer Care Department. This role ensures the quick and efficient movement of resources within each local site intraday to ensure exceptional service levels while achieving our KPI targets.
DUTIES And RESPONSIBILITIES
- Schedule and coordinate activities within customer care including training, meetings and coaching & development sessions.
- Directs the work of associates to most effectively utilize time available.
- Demonstrate independent judgment to manage and prioritize multiple associate requests in real time including time off of phones to complete projects and customer follow up.
- Manages processes within customer care and makes changes to maximize the efficiency and effectiveness of customer care associates’ efforts, which include, but aren’t limited to, quality monitoring, coaching for success, and corrective action plans.
- Ensure accurate, up-to-date data is maintained in workforce management regarding schedule exceptions related to intraday performance and achieving adherence targets.
- Analyze workforce management data to identify trends in volume, staffing needs, peak times, ideal times for offline activities, and make recommendations to maximize efficiency.
- Partner with the Daily Operations team and the Customer Care leadership team to ensure schedules are continually optimized to best support our customers while achieving KPI’s. Effective communication to all stakeholders is critical.
- Assist the Daily Operations Assistant Manager in managing the daily operations of the Customer Care center.
- Maintains strict confidentiality of associates’ personal information and business performance data.
- Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
- Participation in special projects and performs additional duties as required.
- INDICATES ESSENTIAL DUTIES
Auto req ID418139BR
Minimum Education RequiredHigh School/GED
Job_CategoryOperations
Additional Qualifications/ResponsibilitiesEDUCATION and EXPERIENCE:
- High School Diploma or the equivalent required
- A Bachelor’s degree in Business or the equivalent is preferred
- A minimum of four years inbound/outbound contact center experience required
- Experience with managing phone queues with focus on flow while maintaining superior customer service preferred.
- Strong statistical, analytical & math skills are required
- Knowledge of phone monitoring applications (WFM/WFO & CMS Preferred)
- Understanding of key contact center metrics including but not limited to service level, abandon rates & schedule adherence preferred.
- Knowledge of contact center technology required.
- Avaya telephony solutions knowledge preferred.
- Demonstrated proficiency in MS Office Suite including advanced knowledge of Excel and Access required.
- Demonstrated ability to coach subordinates and peers required
- Excellent written & verbal communication skills & strong team-based interpersonal skills are required
- A valid driver’s license and the ability to travel up to 10% of the time are required
- This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).
City*Fernley
State*Nevada
Job CodeCoordinator Coordinator
Affiliate SponsorMSC Industrial Supply
Job Summary
Full Time
$60k-79k (estimate)
06/24/2024
07/20/2024
vetjobs.com
Lake Saint Louis, MO
<25
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Quotes from people on Operations Coordinator job description and responsibilities
Operations coordinators are responsible for the management of all departments as a whole.
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Operations Coordinator will bring a strong project management and business acumen, coupled with market-place knowledge and a high level of operational savvy.
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Career tips from people on Operations Coordinator jobs
The Operations Coordinator will also be tasked with managing customer claims and tracking employee milestones.
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Ensure the Success of the Plan through Assessment, Accountability, and Recognition.
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Excellent problem solving and conflict resolution skills.
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Step 3: View the best colleges and universities for Operations Coordinator.
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