Bilingual Call Center Coordinator

NOTE: "Please apply with your CV in English!"

CALL CENTER COORDINATOR

As a Call Center Coordinator, you will be instrumental in ensuring the efficient operation of our call center, with a strong dedication to delivering outstanding client service. You will work closely with the Call Center Supervisor to ensure that the team of agents is well-supported and equipped to handle client inquiries effectively. Your role will involve coordinating daily operations, monitoring performance, and assisting in the development of strategies to enhance service delivery.

Responsibilities:

Coordinate the daily operations of the call center, ensuring that resources are allocated effectively to meet client demands.
Assist in handling escalated client situations, collaborating with internal departments to resolve issues promptly and efficiently.
Monitor and analyze information within call center management systems to track performance, identify trends, and support reporting activities.
Support the Call Center Supervisor in providing performance feedback and coaching to agents, helping to identify and address training needs.
Collaborate with the Call Center Supervisor and Manager to establish team priorities, goals, and expectations, ensuring alignment with overall objectives.
Ensure compliance with company policies and procedures, maintaining a high standard of professionalism within the team.
Identify and address potential challenges or issues that may impact team performance or client satisfaction.
Promote a positive and collaborative team environment, encouraging teamwork and a commitment to excellence.

Requirements:

Proven experience in a call center environment, with a focus on coordination roles.
Strong communication and interpersonal skills, with the ability to build effective relationships with clients and team members.
Excellent analytical and problem-solving skills, capable of handling escalated situations and developing creative solutions.
Proficiency in using call center management systems and tools for performance tracking, data analysis, and report generation.
Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a dynamic environment.
Proficiency in English is mandatory.
Previous experience in customer service-oriented environments is highly desirable.

We value inclusion and diversity in our workplace. We encourage applications from individuals of all genders and are committed to providing an equal and welcoming environment for all members of our team.