POSITION SUMMARY:
Under general supervision this role is essential to the success of the contact centers to help maintain optimal staffing, service level goals and maintain accurate daily record keeping. The Operations Coordinator requires general knowledge of the organization by brand and department and is responsible for daily clerical and real-time monitoring for all RCCL contact centers in North America, the Philippines, Mexico, as well as a 3rd party vendor. This role will assist in examining contact center trends which includes but not limited to call volumes, call patterns, staff productivity, attrition rates, and resource allocation. It will also include data entry and reporting which will be reviewed by the leadership team. Identifying organization as well as department policies and procedures will be required. Completing tasks accurately and efficiently will be required in a time sensitive environment. Multi-tasking and prioritizing will be required while meeting necessary deadlines. Rational and quick actions to daily call flow and unplanned events will be required. This role will also provide our employees information on different contact center attendance policies across the brands and sites in North America as well as Mexico and the Philippines. This includes the understanding of different scheduling, adherence and time off requirements that must be implemented and managed throughout the different organizations in order to keep the consistency and integrity of all attendance policies. Delivery of outstanding internal customer service will be required. Professional and positive interaction with all levels of management, agents and colleagues is imperative. The administrative requirements in a contact center environment are always evolving and the Operations Coordinator must be able and willing to evolve within this environment.
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ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. REAL-TIME OPERATIONAL MONITORING: Responsible for collaborating with other members of the Workforce Planning team to ensure that staffing, call routing and service level requirements are at the optimal levels for all areas of the contact centers. Responsible for reacting to and correcting unplanned operational disruptions. This includes management of resource allocation, call routing, and working with the leadership team in order to meet departmental goals. Managing staffing levels with overtime and undertime.
2. DATABASE MANAGEMENT: Responsible for ensuring that all the data entry associated with the workforce management databases are maintained and kept accurate. This includes Aspect Workforce and Optimization, Avaya, Microsoft software, and additional databases not listed but that may be introduced to the operations area to improve the operational performance of the contact centers. This role is also responsible for trouble shooting irregularities in the various systems to ensure accuracy.
3. FUTURE STAFF NEED PLANNING: Responsible for assisting management, supervisors, agents and the Workforce Planning team in scheduling time off, planned training or briefings and events as they arise. Accuracy and creativeness will be required to perform this task as it is constantly evolving.
4. HISTORICAL REPORTING: Responsible for supporting other members in the Workforce Planning team in the preparation of various reports related to the operational performance for all contact centers. When needed, this role will also provide back up support for Operations Admin Coordinator in tracking and reporting employee attendance for the RCCL contact centers.
5. CUSTOMER SERVICE: Handles customer service inquiries and problems via email, phone and walk up by contact center employees, HR and the leadership teams across the different organizations. Makes recommendations to the leadership team regarding resource allocation in order to ensure service level and abandonment goals are met.
6. PERFORMS OTHER DUTIES AS REQUIRED: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
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