Call Center Coordinator

At ALLERE GROUP, we pride ourselves in creating the perfect match for our candidates. We work tirelessly to build relationships with top companies across the nation, so we always have exciting opportunities for the right candidates. If you are excited about emerging technologies and would love to be a part of a progressive company, we want to talk to you!

Job Title: Call Center Coordinator

Location: Cumberland, RI (Hybrid)

Job Responsibilities

Ensure that monthly service level goals are being met by monitoring queues and agent performance at the interval level.
Monitor agent adherence for absences that have not been captured and escalate to scheduling analyst.
Monitor queue and agent performance, escalating absent agents and long calls to management staff.
Partner with vendor manager to maximize operational effectiveness of outsourced operations.
Collaborate with vendor support specialist to maximize operational effectiveness of outsourced operations
Create and retain strong relationships with the operational supervisors/team leads and agents, collaborating effectively to identify opportunities for improvement in both efficiency and agent satisfaction.
Communicate daily summary of forecasted service levels and staffing needs, working with operations leadership to make changes, as necessary.
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Communicate effectively and professionally and build strong relationships with internal customers.

Experience

Minimum of one year of experience working in a contact center environment.
Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software
Demonstrated knowledge of computer literacy in Microsoft Office.
Experience with a commercial WFM software package (e.g., Calabrio, Verint, NICE).
Ability to communicate complex concepts effectively.

ALLERE GROUP is a proud woman-owned business (WBENC certified) and active supporters of numerous philanthropic, volunteer, and fundraising endeavors.

ALLERE GROUP offers direct hire, contract to hire, and statement of work placements. We offer access to employer healthcare benefits, and a 401k retirement plan. Allere Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.