Job Information
Kansas Department of Labor (KDOL) Contact Center Operations Coordinator in Topeka, Kansas
This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13033169
The Unemployment Contact Center Operations Coordinator plays a crucial role in ensuring the smooth functioning of a call center by continuously monitoring multiple screens to analyze and adjust staffing levels for optimal customer service. This position demands a blend of high attention to detail, assertiveness, and interpersonal skills to manage and retain a dynamic flow of service in a fast-paced environment.
Key Responsibilities:
- Real-Time Monitoring:Oversee multiple monitors displaying real-time data on call volume, wait times, agent performance, and customer satisfaction metrics. Quickly identify trends and potential issues to ensure that staffing levels align with demand.
- Staffing Adjustments:Make informed decisions to adjust staffing levels based on current needs. This involves reassigning tasks, shifting agents between different queues, and scheduling breaks to maintain efficiency and service quality.
- Data Analysis:Analyze performance data to identify patterns, forecast busy periods, and plan for peak times. Use this data to develop strategies for improving service delivery and operational efficiency.
- Technology Utilization:Operate and troubleshoot advanced call center software and technology platforms. Stay updated on new tools and systems that can enhance operational effectiveness.
- Decision Making:Assertively make decisions on staffing and operational adjustments while balancing the immediate needs of the call center with long-term goals.
- Team Engagement:Foster a positive work environment by being approachable, supportive, and communicative. Engage with staff to understand their concerns, provide feedback, and offer solutions to improve job satisfaction.
- Problem Solving:Think creatively to resolve issues, address unexpected challenges, and implement innovative solutions to enhance overall performance.
Key Skills and Attributes:
- Attention to Detail:Meticulously analyze data and operational metrics to ensure accuracy and effectiveness in staffing decisions.
- Assertiveness:Confidently make and communicate decisions regarding staffing and operational adjustments, ensuring that changes are implemented smoothly and effectively.
- Interpersonal Skills:Maintain a supportive and motivating presence, engaging with staff in a way that builds trust and encourages retention.
- Technical Proficiency:Comfortable with a variety of call center technologies and software. Able to quickly adapt to new systems and tools.
- Multitasking Ability:Manage multiple tasks and priorities simultaneously, maintaining focus and effectiveness in a dynamic work environment.
- Creative Thinking:Apply innovative approaches to problem-solving and process improvements, finding new ways to enhance operational efficiency and service quality.
- Personability:Build strong relationships with team members and other departments, creating a collaborative and positive work environment.
The ideal candidate will combine these skills to excel in a role that is both demanding and rewarding, driving continuous improvement in call center operations while nurturing a dedicated and motivated team.
Minimum Requirements:
- High School Diploma or GED equivalency
- Minimum of one year in an office setting to include experience with Microsoft Office.
- Minimum of one year in a leadership, supervisory or management role where decision making, team engagement or project management were key responsibilities.
Preferred Requirements:
- Minimum of one year experience in the managing of call center queues.
- A Bachelors degree in Business Administration, Management, Information Technology, or a related field. Relevant certifications or coursework in management or operations can be beneficial.
Special Knowledge, Skills and Abilities:
- Engages effectively with KDOL Staff
- Demonstrates a track record of managing multiple projects and meeting deadlines
- Possesses exceptional verbal and written communication abilities
- Works well independently and collaboratively within diverse teams
- Adapts and thrives in a dynamic environment
- Demonstrates strong interpersonal and relationship-building skills
- Analyzes performance metrics and data to identify trends and make informed decisions