Contact Center Coordinator
About The Position
At BI WORLDWIDE, we are committed to creating belongingness, where D&I is a priority. We invite you to join us as we continue to expand our culture of inclusivity, collaboration, and authenticity together. Our Customer Support Group is seeking a highly motivated and detail-oriented Contact Center Coordinator to support the productivity, training, and operational excellence of our contact center team. This role plays a key part in performance monitoring and data-driven decision-making to ensure Key Performance Indicators are consistently met. This is a fully remote role.
Requirements
- High School Diploma required; college or technical education preferred.
- Minimum of 2 years of experience in hiring, staffing, training, or quality assurance within a contact center environment.
- Proficiency in Microsoft Office Suite (Smartsheet, Outlook, Teams).
- Excellent verbal and written communication skills.
- Strong problem-solving skills and attention to detail.
- Ability to interact effectively with associates and management.
- Proactive in coaching and delivering performance feedback.
- Ability to maintain confidentiality and objectivity.
- Commitment to continuous improvement and innovation.
Nice To Haves
- Experience with Salesforce or other CRM platforms preferred.
Responsibilities
- Assist the Team Managers in managing team productivity and performance.
- Support the Trainer with staffing and hiring coordination.
- Serve as a backup Trainer for CSAS Core Training.
- Manage workforce planning including schedules and break assignments.
- Monitor associates on compliance guidelines, standards, and requirements.
- Compile and analyze SFDC (Salesforce) data for agent and department productivity.
- Prepare and deliver daily, weekly, and monthly performance reports.
- Drive process improvements across agents, teams, and the department.
- Coach and mentor associates to reach full productivity potential.
- Provide ongoing training and coaching to ensure compliance with BIW standards.
- Communicate performance standards and improvement strategies.
- Collaborate with management to enhance customer service and training methods.
- Maintain and improve department capabilities through innovative solutions.
- Analyze data to identify root causes and track improvement outcomes.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
