Job Description – Contact Center Coordinator This key position manages a team of subordinates and is responsible for the overall performance of the employees within the Center as well as implementing and managing key objectives. Essential Duties and Responsibilities: Required to manage complex and sensitive concerns professionally. Supervise daily Contact Center functions, including inbound/outbound calls, e-mail, and mail services. Assist in the development and implementation of processes, programs and incentives to foster team member growth and development. Coach, counsel and take any necessary corrective actions for behavior or performance not meeting standards. Assign and manage coaching, training and orientation sessions as necessary. Monitor individual, team and contact Center results to identify and act on both positive and negative performance trends to insure attainment of departmental goals and performance targets. Complete administrative duties as necessary, including, but not limited to, posting and tracking of attendance records, approving payroll records, facilitation of Contact Center vacation schedule and preparation in change of status notices as appropriate. Communication and follow-up to insure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions. Assist in effectively managing customer contacts as necessary during peak call load hours. Assist representatives with difficult calls, taking referred calls from customers. Participate in the recruitment and selection process for Customer Service. Manage varying workload and assigned duties. Knowledge, Skills and Abilities: Minimum of 5 years management experience Computer skills – Microsoft Word, Excel, Outlook and PowerPoint Above average leadership abilities Above average verbal and written communication skills Strong coaching, developmental and motivational skills Ability to work independently as well as with others Oriented to serving the customer Problem solving skills Ability to maintain a positive attitude Ability to take ownership, accept feedback and act upon direction Multi-task oriented Gardening knowledge helpful Works closely with the Global Contact Center Manager Competencies: Oral Communication Skills – Rate and clarity of speech, tone and inflection and grammar Written Communications – Spelling Skills, grammar and legible handwriting PC Skills – experience with Microsoft Word, Excel, Outlook, Access and Workforce Management software Composure – Ability to work in high paced environment and ability to deal with upset customers Adaptability – Ability to handle change in routine or workload, available to accommodate flexible hours and environment Exhibits - Ideal Team Player core values of humble, hungry, and smart It's totally free of cost and we don't take any charges or fees. Totally free. Please share your resume below mentioned whats-app number 9105156023. Job Types: Full-time, Permanent Pay: Up to ₹100,000.00 per month Benefits: Commuter assistance Leave encashment Provident Fund Schedule: US shift Supplemental Pay: Yearly bonus Ability to commute/relocate: Mohali, Punjab: Reliably commute or planning to relocate before starting work (Required) Experience: Team management: 5 years (Required) Work Location: In person
