Icon hamburger
What job do you want?
Apply to this job.
Think you're the perfect candidate?
Apply Now

You’re being taken to an external site to apply.

Enter your email below to receive job recommendations for similar positions.

Call Center Resource Coordinator

Sears Member Services Organization San Antonio Full-Time
Apply Now

The Center Resource Coordinator is responsible for monitoring service levels, average speed of answer and staffing levels of all lines of business with the Call Center to ensure a positive member experience. This position also coordinates schedule updates of meetings, coaching and other "off phone" activities in accordance with staffing and service levels, assists with recruiting real time extra hours and staffing reductions.


* Monitors real time performance and continually analyzes call volume, history trends and patters to meet service level requirements using Real Time Adherence (RTA) and Cisco reports. Uses RTA to communicate discrepancies to schedule adherence to leaders
* Supports staffing and scheduling initiatives for all call center lines of business while analyzing and interpreting volume and call pattern data
* May review inbound staffing/performance trends for upcoming intervals to determine needs and gaps
* Oversees site outage support/communication and IT ticket submission
* Participates in developing and updating Workforce process and procedures to implement functional strategies and leads process improvement project and participates in real-time project
* Participates in business huddled and may facilitate RMTs orientation/education for new hires
* Schedules agent "off phone" activities


* Minimum one (1) year experience in a call center environment
* Proficient skill in keyboarding and computer navigation in a Windows environment and Microsoft Windows/Office applications
* Ability to maintain a high degree of ownership and accountability. Ability to exercise independent judgment and discretion in matters of significance
* Excellent two way written and oral communication skills required with the ability to understand and help others through complex problems involving systems and processes
* Ability to work independently, handle multiple priorities and a high volume, intensive, fast-paced environment
* Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
* Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
* Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
* Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations
* All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

* Experience working in a Workforce Management role

* High school diploma or equivalent
* 1-2 years of related experience
* 16 years of age or older


Recommended skills

Microsoft Windows
On Time Performance
Debits And Credits


CareerBuilder Estimated Salary

Based on Job Title, Location and Skills
Below Avg. Average Above Avg.

Career Path

See the next step in your career
Call Center Resource Coordinator
Estimated Salary: $69K
Apply to this job.
Think you're the perfect candidate?
Apply Now

Help us improve CareerBuilder by providing feedback about this job: Report this job

Report this Job

Once a job has been reported, we will investigate it further. If you require a response, submit your question or concern to our Trust and Site Security Team

Job ID: 987132BR


For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.