Applicant Services Coordinator / Supervisor

Vertical Screen/Fieldprint•Warminster, PA

11h•$20 - $21•Onsite

About The Position

At Fieldprint, we’re more than a leader in identity management services — we’re a team driven by purpose, innovation, and a commitment to making a difference. We provide a full range of secure, efficient services including Livescan fingerprinting, fingerprint enrollment, Form I-9 Section 2 completion, badge photography and processing, and fitness determinations for a wide range of clients — from corporations and non-profits to federal, state, tribal, and local government agencies. The Applicant Services Coordinator is primarily responsible for helping with oversight of the day-to-day operations of our Applicant Services (call center) team. This role requires a unique combination of leadership, professionalism, strategic thinking, and accountability. In this role, the ASC will supervise a team of call center representatives and ensure they meet or exceed the established service levels. The ASC will be directly responsible for providing guidance, performing regular performance observations, and addressing any concerns or issues promptly and professionally. The ASC will organize and direct call center representatives in assessing work and providing constructive feedback to maximize performance. Providing guidance and mentorship through proven leadership skills, the ASC will foster a culture of growth and development, creating a team of highly productive and customer-oriented agents. The ideal candidate will not only enforce policies and procedures but also inspire their team to excel in their roles. They will be expected to foster a positive and productive work environment, promoting teamwork and collaboration. This is an in-office position out of Warminster, PA. We are currently seeking a coordinator for the following schedule: Monday - Friday 8:00 AM – 4:00 PM with rotating Saturday Coverage: Thursdays off when covering a Saturday. The rate of pay for this position is $19.50/hour plus $1.80/hour ($21.30 total/hour) for those with a standard schedule that includes a Saturday.

Requirements

Exceptional customer service skills
Strong time management & organizational skills.
Proficiency in M.S. Office Suite including Outlook, Word, and Excel.
Tech savvy with knowledge of relevant computer programs and telephone equipment
Ability to remain calm and respectful under pressure
Strong verbal and written communication skills
Strong interpersonal, rapport building and people skills
Organized with attention to details
Good negotiation and problem-solving skills
The candidate we are seeking will have at minimum a high school diploma or equivalent.

Nice To Haves

College degree preferred.

Responsibilities

Helps to oversee and monitor a team of call center agents
Motivates and supports agents through regular feedback and communication
Assists in the regular maintenance of individual and team performance goals
Promptly answers questions from staff and provides guidance and feedback
Handles escalations as needed
Provides development and disciplinary coaching as needed that could include the need to prepare and issue disciplinary actions
Monitor and record attendance and timecard activity
Ensure agents are adhering to department and company policy and procedures
Agent mentoring and developing which fosters and environment of development and improvement
Daily queue monitoring and ensure agents are in proper phone states
Improve quality of results by recommending changes
Assists in maintaining department service levels by measuring and coaching on agent KPIs such as inbound calls, AHT, adherence to schedule, call productivity, etc.
Assists in the preparation of daily/monthly/annual results and performance reports
Provide product/service information by answering questions and offering assistance
Fulfilling and preparing ad-hoc reporting requests using department available tools such as Finesse and CUIC
Call auditing and providing coaching and feedback
Assisting the department manager in fostering an efficient and effective call center operation
Daily queue monitoring and ensure agents are in proper phone states
Prepare to take incoming phone calls in times of need, i.e., excessive call queues, staff shortages caused by weather related incidents
Assist with Hiring and Onboarding functions as needed, up to and including conducting interviews for open call center representative positions

Benefits

Fieldprint offers a comprehensive suite of benefits, an environmentally friendly workplace and flexible scheduling to assist employees in managing their lives outside of work.
Medical, dental and vision coverage with spouse/family coverage options
401K plan with generous company match
Flexible spending accounts
Voluntary insurance coverage plans (life, disability, etc.)
Paid lunch breaks
Paid time off
Paid holidays
Paid training program/ Internal employee development
Overtime options available
Casual dress code
Flexible work schedules
RushBus scheduled service from Septa Bus Route 22 and Regional Rail
Employee referral bonus program
Discounts through partnerships & neighborhood business programs