CALL CENTER OPERATIONS COORDINATOR

Description

Job Summary: We are seeking a Call Center Operations Coordinator to lead and supervise the proper functioning of operations, ensuring high standards of quality and efficiency. Key Highlights: 1. Lead and supervise call center operations 2. Ensure high standards of quality and efficiency in service delivery 3. Manage teams of supervisors, coordinators, and customer service advisors **CALL CENTER OPERATIONS COORDINATOR** **Join our team!** We are a company specialized in providing assistance services, committed to delivering timely solutions and an excellent customer experience. Currently, we are looking for a Call Center Operations Coordinator to lead and supervise the proper functioning of our operations, ensuring high standards of quality and efficiency in service delivery. **Job Objective** Plan, direct, and control the overall call center operation, ensuring compliance with service level agreements, efficient handling of assistance requests, and achievement of operational, quality, and customer satisfaction metrics. **Main Responsibilities** * Coordinate and supervise the operational activities of the customer service team. * Manage teams of supervisors, coordinators, and customer service advisors. * Monitor staff productivity, quality, and performance. * Design and implement strategies to optimize response times and customer service. * Analyze operational reports and develop continuous improvement plans. * Coordinate with Provider Network, Quality, Commercial, and Human Resources departments to ensure service continuity and efficiency. * Manage operational contingencies and ensure effective responses to critical situations. * Prepare performance reports and presentations for management. * Ensure compliance with internal policies, procedures, and quality standards. **Requirements** **Academic Qualifications** * Graduate or final-cycle student in Business Administration, Industrial Engineering, Business Engineering, or related fields. **Experience** * Minimum 2 years of experience in senior coordination roles within a call center. * Experience in assistance companies, contact centers, service providers, insurance firms, or customer service environments. * Knowledge of operational metric management, workforce planning, and process improvement. * Intermediate to advanced proficiency in Microsoft Excel. * Ability to lead high-performing teams and manage 24/7 customer service operations. **Competencies** * Leadership and people management. * Results orientation. * Analytical thinking. * Decision-making. * Effective communication. * Organization and planning. * Crisis management and problem-solving. **We Offer** * Fixed monthly salary of S/ 1,800. * Formal employment registration in accordance with local labor law. * Ongoing training. * Professional development opportunities and career growth within the organization. **We seek a leader capable of guaranteeing excellence in customer service and ensuring fulfillment of our assistance commitments to clients** Work Location: On-site employment