Services Coordinator - Support

Optus, Inc•Jonesboro, AR

2d•$16 - $18•Onsite

About The Position

The Services Coordinator- Support is responsible for monitoring service performance, supporting team productivity, managing escalations, and ensuring customer Service Level Agreements (SLAs) and company expectations are consistently met. The ideal candidate combines strong operational, analytical, and leadership skills with a customer-first mindset. This individual will work closely with cross-functional teams, support continuous process improvement initiatives, and provide direct customer and technical support when needed.

Requirements

Bachelor's degree or equivalent experience with 3-5 years of experience in service delivery, telecommunications, technology operations, customer support, or a related field.
Telecommunications or technology industry experience required; call center or service desk experience preferred.
Strong leadership, organizational, analytical, and problem-solving skills.
Excellent verbal and written communication skills with a customer-focused approach.
Advanced proficiency in Microsoft Office, particularly Excel and reporting tools.
Ability to manage multiple priorities, analyze performance metrics, and thrive in a fast-paced environment.

Nice To Haves

Experience with SLA management, escalations, process improvement, and team coaching is a plus.

Responsibilities

Monitor Service Delivery team workloads, activity queues, and performance metrics to ensure SLAs and operational objectives are met.
Manage customer and internal escalations, ensuring timely resolution and effective communication.
Develop, maintain, and analyze operational reports, dashboards, and service metrics to drive performance improvements.
Collaborate with cross-functional teams to support service delivery, process efficiency, and customer satisfaction.
Identify operational challenges, perform root cause analysis, and implement corrective actions to improve service quality.
Manage daily team scheduling and workload distribution to ensure adequate coverage and productivity.
Support customers directly through service reviews, follow-up communications, Tier 1 technical support, and dispatch coordination when needed.
Coach and guide team members, identify training opportunities, and support professional development initiatives.
Promote continuous improvement through process reviews, operational feedback, and performance-driven recommendations.
Model company values, maintain a customer-first mindset, and support a collaborative, high-performing team environment.