Coordinator III, Customer Service

About the role

This position monitors and executes the day-to-day operations of the contact center teams, analyzing production, quality, and cost information to identify challenges and provide recommendations for improvement. The role ensures understanding of business goals and manages others within the department.

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 employees needing the most help to provide instruction and assistance.
• Handles escalated customer calls/communications to ease 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 and makes recommended operational changes to ensure calls are handled efficiently and service commitments are met.
• Determines employees' training needs to produce continuous development plans.
• Provides ongoing 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 enhance 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.

Requirements

• U.S. citizen or otherwise authorized to work in the U.S.
• 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 relevant experience as a current TFF employee (preferred).