Operations Coordinator- Social Media

Company Summary:

Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

Position Summary:

The Operations Coordinator supports the daily operations performance of the call center team. This includes the analysis and review of the day-to-day operations

Overall Responsibilities:

• Evaluate daily key performance indicators and identify areas of improvement.
• Manage attendance, utilizing effective scheduling.
• Coordinates with Account Manager to advise on operational issues.
• Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
• Interacts and consults with HR and Training on matters of recruiting, hiring and training, performance and employee relations issues.
• Demonstrate sound judgment and fairness when administering policies and procedures.
• Work with Quality Assurance to meet quality standards.
• Prepare daily/weekly/monthly reports and distribute to Management.

Job Requirements:

Knowledge, Skills and Abilities

• Experience with forecasting/scheduling and related software packages.
• Proven ability to manage people, processes, and technology.
• Strategic thinker and tactical implementer.
• Experience in supporting a team in a call center site.
• Should possess senior management leadership abilities and skill, such as the ability to build teams and coordinate operational, organizational elements. Demonstrated experience coaching and developing individuals.
• Ability to influence and motivate others.
• Superior written and verbal communication skills.
• Excellent leadership and developmental skills
• Must have strong technical, project management, implementation and process improvement skills.
• General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

Education/Experience:

• 3-5 years call center experience
• Minimum 2-3 years managing operations in a call cente4 environment
• Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
• Experience in a leadership role in a large call centre setting

Physical Demands & Work Environment:

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

Standard General Security Roles and Responsibilities

· Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.

· Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.

• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

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