Operations Coordinator

Monark•Surrey, BC

About The Position

Monark Group is committed to helping great ideas live up to their fullest potential. Our diverse team delivers world-class solutions across a diverse array of emerging & established lines of business. At Monark, you will do work that matters with people that are committed to helping our vision become a reality. Projects at Monark have an impact on the communities that our team members live, work & play in. As our Operations Coordinator, you will be required to undertake a variety of administrative and program management tasks. You will help plan and organize programs and activities as well as carry out important operational duties. To excel in this role, you must be organized, detail-oriented and comfortable working with diverse teams and building relations with multiple stakeholders. The goal will be to facilitate the effective management of programs according to the organization’s standards and drive excellent performance from your team.

Requirements

Proven experience as a Customer Support Supervisor, Team Lead, Operations Analyst, Project Manager or similar supervisory position in a contact center environment.
Exposure to working in an omnichannel support model.
General knowledge of call center systems and tools
Displays strong organizational and time management skills
Excellent verbal and written communication skills, with solid command of English grammar, spelling and punctuation
Relationship/partnership-building skills - listens attentively, solve problems creatively, and use tact and diplomacy to find common ground and drive positive outcomes
Creative thinker, strong analytical skills, excellent facilitator

Nice To Haves

University degree is preferred

Responsibilities

Support planning and coordination of a program and its activities
Ensure implementation of policies and practices
Help build positive relations within the team and external parties
Schedule and organize meetings/events and maintain agenda
Ensure technology is used correctly for all operations
Support execution of operational tasks, business growth and program development
Troubleshoot problems with services or products
Create presentations, summaries and helping materials to ensure better communication and company-wide understanding of the program
Prepare contact center reps to manage customer interactions
Identify operational issues and suggest practical improvements
Prepare reports and analyze data to assist management in implementing the defined strategy
Work with other departments and supervisors to understand business goals and develop operational procedures around it
Other duties as required