Coordinator III, Customer Service

Job
Code: Oracle/Workday: 0118/4508

Job Title: Coordinator III, Customer
Service

Job
Summary:

The candidate is responsible� for monitoring and executing
the day-to-day operations of the contact center teams. This position analyzes
production, quality, and cost information to identify challenges and provide
recommendations for improvement. The candidate will ensure understanding of
business goals. This position manages others within the department.

Job
Responsibilities:

�      
Coaches
administrative staff on call quality to ensure customer interactions are
complete, accurate and professional

�       Develops action plans
and works side by side with most help needed employees to provide instruction
and assistance

• Handles escalated
  customer calls/communications to ease customer concerns and improve
  customer satisfaction/perception


• Checks customer
  call report data for problems and trends to identify areas for improvement
  and opportunities for policy and procedure changes 


• Reviews operating
  plans to evaluate performance indicators


• Makes recommended operational
  changes as needed to ensure calls are handled efficiently and service
  commitments are met


• Determines
  employees' training needs to produce continuous development plans


• Provides
  on-going feedback and support to improve performance


• Conducts
  operational audits to ensure effective operational performance 


• Resolves operational
  issues to ensure contact center effectiveness


• Conducts
  performance evaluations in a consistent, fair and objective manner to
  encourage continuous performance improvement


• Identifies and
  suggests end-to-end process improvements to improve contact center
  operations


• Holds others
  accountable to established performance levels to achieve individual and
  group goals


• Resolves individual
  and group performance issues in accordance with TFF's
  policies/procedures in a timely manner to motivate and foster teamwork

Job Requirements:

• U.S. citizen or
  otherwise authorized to work in the U.S.


• Have
  experience in Contact Center Operations


• Proficient
  with Microsoft Office Suite or similar software


• Experience
  managing customer relationships preferred


• Bachelor�s
  Degree (or internationally comparable degree) or are you a current TFF
  employee with experience- preferred