Process Coordinator

Austin, United States


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Customer Service Manager job description template

Process Coordinator 

Austin Staffing, Inc. is hiring an experienced Process Coordinator Manager that knows how to manage a team by inspiring them for our client in North Austin. The Process Coordinator Manager will be responsible for managing a contact center of Customer Service Agents that support various video games. You will ensure that the agents provide amazing customer service as the Process Coordinator Manager. You will need to be capable of providing a full range of back office support functions. Each day, the Process Coordinator Manager will have to solve new issues in a timely manner. If you can multitask and stay calm under pressure, then you could be the Process Coordinator Manager we are seeking.

Job Responsibilities:

- Manage inter-functional activities

- Lead associates toward meeting or exceeding predetermined production goals while maintaining quality standards

- Provide day to day leadership, motivation, and direction to team members

- Promote and maintain consistent adherence to established company policies

- Report all identified training, cross-training, and skill improvement needs to the Site Manager

- Maintain a working knowledge of programs and systems and schedules 

- Assist and provide on the job training to associates as needed

- Develop and implement programs designed to foster a positive working environment

- Provide a weekly report to management detailing team activities

- Monitor the associate’s system interactions for adherence to quality and program standards

- Provide feedback to associates

- Contribute to the employee professional development through a positive day to day interaction, monitoring, and coaching

- Consistently contribute to the Management Team's objectives by active teamwork

- Contribute to the ongoing improvement process through suggestions and self-development

- Properly manage associates by demonstrating outstanding leadership and interpersonal skills

- Perform administering duties (i.e., gathering of report data, call volume, AHT, etc.) as required 

- Perform other duties as needed

- Manage vendors and clients


Skills:

 - Customer Service expert

 - Working knowledge and experience with personal computers

- Working knowledge of web-based applications

- Ability to diagnose problems through basic root cause analysis

- Interpersonal skills

- Excellent verbal and written communication skills

- Detail and results oriented

- Strong leadership and interpersonal skills

  - Proven ability to motivate, lead, and guide a team


Required Experience/Education:

- Three year's of prior supervisory experience 

- Call center experience

- 3 years of customer service experience

- Service business experience preferred

- Bachelor degree preferred

Austin Staffing, Inc. is an Equal Opportunity Employer. It is their policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.