The Contact Center Operations Coordinator performs a variety of roles in support of the successful delivery of service and operational excellence. The workforce manager (WFM) will monitor the call queues to alert the Director of any service failures or calls in queue that need immediate remediation, create and send daily reports to inform the Director of performance results and trends, prepare presentation material for use at operations performance meetings, running forecast and staffing models using contact center tools, and taking calls as needed for platform management. WFM will assist agents and leadership with any issues related to phones, LiveVox, and basic computer functionality. Manage contact center coordinator.

• Monitoring inbound call performance queues, identifying service issues and alerting for action
• Must be able to work a variable shift and flexible hours and days
• Preparing operations performance reports by pulling data from multiple systems (TSW, SPI, and other platforms including LiveVox)
• Prepares formal presentations using advanced Excel, PowerPoint and other technical skills
• Ability to create reports and communicate findings to leadership
• Create Outbound Campaigns within LiveVox
• Create Services and Skills within LiveVox.
• Create Logins and assist with password issues within LiveVox
• Send daily reports to all agents and leadership.
• Effectively communicate any issues or trends that arise.
• Crosscheck reporting to ensure accuracy.
• Direct and guide contact center coordinator
• All other duties as required

Job Requirements

Education, Essential Training / Certifications and Experience:

• High School diploma, some college preferred
• High level proficiency with Microsoft Office applications, High proficiency in MS Excel required
• Hotel/timeshare experience a plus
• A strategic mindset to problem solving and craft win/win solutions.
• Previous experience with a CRM (customer relationship management) system is preferred.
• Previous experience using Salesforce.com is a plus

Skills, Knowledge and Abilities:

• Ability to work both in a team and independently
• Excellent organization and ability to multi-task required to handle multiple priorities
• Very detailed oriented and accuracy is a must
• Technically savvy ~ able to quickly pick up and maneuver through several different systems
• Willingness to become the subject matter expert on the CRM Platform.
• Ability to work in a fast pace office environment
• Excellent communication skills
• Ability to work with a high level of professionalism at all times
• Flexible schedule – Ability to work weekends, evenings and holidays\

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