Head of Local Operations...

The Coordinator Operations oversees the daily supervision of a group of call center associates and serves as a mentor and coach to Team Leaders. This role ensures that performance metrics are met through effective coaching, motivation, and accountability of both associates and team leaders.

Key Accountabilities :

Lead and develop team members through effective coaching and communication, fostering teamwork and cooperation.

Regularly coach direct reports to ensure performance metrics are achieved.

Identify performance-related issues, develop improvement plans, and implement corrective actions, including potential termination if necessary.

Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.

Communicate expectations and provide timely updates and changes to employees.

Provide subject matter expertise in handling escalated customer calls as needed.

Manage team metrics and retention goals, collaborate with Site Leadership to reduce attrition, and provide feedback on performance and behavior.

Stay updated on internal work processes, policies, and procedures, and attend required manager development training.

Supervise call center associates, including work and attendance monitoring.

Complete projects to increase productivity, quality, or KPI achievement.

Promote the company's values through behavior and attitude and advocate for team members.

Required Skills :

An associate's degree in a related field with four to six years of experience, including at least one year of progressive management experience, is preferred.

Strong communication skills, both written and verbal.

Demonstrated ability to mentor, coach, and provide direction to a team.

Ability to lead teams in multi-tasking, prioritization, and meeting deliverable timelines.

Willingness to work a flexible schedule.

English proficiency : B2 or C1