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