Job Code: Oracle/Workday: 0118/4508

Job Title: Coordinator III, Customer Service

Job Summary:

The candidate is responsible� for monitoring and executing the day-to-day operations of the contact center teams. This position analyzes production, quality, and cost information to identify challenges and provide recommendations for improvement. The candidate will ensure understanding of business goals. This position manages others within the department.

Job Responsibilities:

� Coaches administrative staff on call quality to ensure customer interactions are complete, accurate and professional

� Develops action plans and works side by side with most help needed employees to provide instruction and assistance

Handles escalated customer calls/communications to ease customer concerns and improve customer satisfaction/perception
Checks customer call report data for problems and trends to identify areas for improvement and opportunities for policy and procedure changes
Reviews operating plans to evaluate performance indicators
Makes recommended operational changes as needed to ensure calls are handled efficiently and service commitments are met
Determines employees' training needs to produce continuous development plans
Provides on-going feedback and support to improve performance
Conducts operational audits to ensure effective operational performance
Resolves operational issues to ensure contact center effectiveness
Conducts performance evaluations in a consistent, fair and objective manner to encourage continuous performance improvement
Identifies and suggests end-to-end process improvements to improve contact center operations
Holds others accountable to established performance levels to achieve individual and group goals
Resolves individual and group performance issues in accordance with TFF's policies/procedures in a timely manner to motivate and foster teamwork

Job Requirements:

U.S. citizen or otherwise authorized to work in the U.S.
Have experience in Contact Center Operations
Proficient with Microsoft Office Suite or similar software
Experience managing customer relationships preferred
Bachelor�s Degree (or internationally comparable degree) or are you a current TFF employee with experience- preferred

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