Call Center Coordinator
- High school diploma or GED required.
- 2+ years of call center experience with at least 1 year in a lead, senior agent, or coordinator role (or equivalent).
- Proven track record of delivering excellent customer service in a high-volume call center environment.
- Experience working in a virtual/remote setting, with self-management and organizational skills.
- Written and verbal communication skills and the ability to provide clear, constructive feedback.
- Comfortable working with call center software, CRM systems, and reporting tools.
- Ability to multitask, prioritize, and remain calm under pressure.
- Problem-solving skills and a proactive, solutions-focused mindset.
- Experience coordinating schedules, shifts, or workforce planning in a call center.
- Prior involvement in quality assurance, training, or mentoring of call center staff.
- Familiarity with customer satisfaction and performance improvement initiatives.
shift: First
work hours: 6 AM - 3 PM
education: High School Responsibilities
- Coordinate daily activities of virtual call center agents to ensure service levels and performance targets are met.
- Monitor call queues, schedules, and adherence, adjusting resources in real time as needed.
- Provide coaching, feedback, and support to agents to improve call quality, productivity, and customer experience.
- Assist with onboarding and training of new call center staff, including tools, processes, and customer service standards
- Track and report key metrics (AHT, CSAT, QA scores, attendance, etc.) to leadership.
- Serve as a point of escalation for complex customer issues, ensuring timely and professional resolution.
- Collaborate with leadership and workforce management on staffing, scheduling, and coverage plans.
- Maintain up-to-date documentation on processes, best practices, and call center guidelines.
- Foster a positive, engaged virtual team culture through communication and regular check-ins.
- working weekends
- Call Center
- Call Center Support
- Leadership
- Leading
- Customer Service
- Multi-tasking
- Problem Solving
- Microsoft Office
- Written Communication
- Working Independently
- self management
- Years of experience: 1 year
- Experience level: Experienced
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected]. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility). This posting is open for thirty (30) days.
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