Shift Coordinator

Conduent•San Antonio, TX

8d•$22 - $22•Onsite

About The Position

As a Shift Coordinator - Onsite, you will be supporting our client’s customers as a first point of contact and resolving questions concerning their accounts.

Requirements

Must be at least 18 years of age or older.
Must have a High School Diploma or GED
A minimum of 6 months experience in Call Center or Customer Services
All internals must have 6 months experience in your current role
Must be able to successfully pass a criminal background check.
Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations. As a result, we may be unable to consider applicants from certain states or municipalities at this time.

Nice To Haves

Previous experience in a leadership role a plus

Responsibilities

Monitor an assigned team of Customer Service Representatives (CSRs) in the fast-paced CSC, being always accessible to the Manager, Supervisors, and CSRs.
Drive compliance to Call Center call-handling procedures to meet contractual call metrics by monitoring CSR call-handling activity using the Call Monitoring Systems.
Be knowledgeable in Vector policies and procedures and guide delivery of excellent and accurate customer service by CSRs.
Handle escalated calls in a timely and professional manner ensuring that all customer cases are followed through to closure.
Conduct weekly touchpoint meetings with your assigned team of CSRs to provide performance feedback and communicate benchmarks for performance.
Assist the Supervisor in assigning work tasks to CSRs, make recommendations for scheduling, and take an active role in the training of new hires.
Assist with payroll and attendance records processing as required. Be able to act as a supervisor stand-in as needed.
Be open to cross-functional training to provide coverage for other departments.
Possess good writing skills and be able to communicate effectively to convey status updates and report system and procedural issues.

Benefits

Full-Time Employment
Pay is $22/hour which may be below your state's minimum wage. Please take this into consideration when applying.
Career Growth Opportunities
Work Schedule: 12:00pm-9:00pm with Sunday/Monday off
Great Work Environment
Can commit to 100% attendance for three to five weeks of paid training
health insurance coverage
voluntary dental and vision programs
life and disability insurance
a retirement savings plan
paid holidays
paid time off (PTO) or vacation and/or sick time