Contact Center Coordinator

Crossroadsstaffing; Camarillo (CA); In loco; USD 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

Crossroadsstaffing in Camarillo is seeking a Call Center Coordinator to oversee 211-related operations, coordinate projects, and support staff with coaching, training, and QA. The role focuses on ensuring efficient call and text handling.

Ideal candidates have a HS diploma or GED, at least 2 years in customer service or call center, and strong communication with Spanish bilingual ability; leadership skills are a plus.

Competenze

• HS Diploma or GED required.
• 2+ years of customer service, administrative or call center experience.
• Leadership skills and strong communication abilities.
• Bilingual in Spanish.

Mansioni

• Coach and train staff, monitor call quality, and provide QA feedback.
• Schedule and monitor 2-way text communications and follow-ups.
• Support staff with calls and texts as needed and assist with challenging issues.

Conoscenze

Leadership skills

Strong communication skills

Bilingual in Spanish

Formazione

HS Diploma or GED

2+ years of customer service experience

Descrizione del lavoro

Call Center Coordinator Needed in Camarillo

Job Description

211 is available 247 to meet health and human services needs, through information and referral, benefits navigation, disaster response, and other special projects that provide direct assistance. The Coordinator will coordinate 211 activities for specific projects and support 211 administration in project management, training, and quality assurance. Provides operational support for both staff and management, Responsibilities include staff coaching training, call monitoring quality assurance, 2-way text scheduling and monitoring, follow-up scheduling and monitoring, and supporting staff by handling calls and texts when necessary. Conduct call monitoring to ensure staff adhere to quality assurance standards, while reporting quality assurance concerns to management. Review monitored calls with staff, providing the necessary training and coaching for adherence to quality assurance standards. Support management in providing training sessions and staff meetings as needed. Assist Call Specialists with challenging calls and technical issues, serving as a go-to resource for team members. Troubleshoot and report technical or programmatic issues as needed. Support department in tracking and improving the quality services. Support the quality and efficiency of service on the Call Center. Monitor provider service levels on an ongoing basis and alert management of potential issues. Provide training on 211 projects, services, internal procedures, and reporting requirements. During active disaster responses, provide critical support to contact center staff and management in monitoring and using disaster response tools, providing training and one on one support to staff. Backup for Community Information Navigator duties as needed.

Skills Required

• HS Diploma or GED.
• 2+ years of customer service, administrative or call center experience.
• Leadership skills.
• Strong communication skills.
• Bilingual in Spanish.

Skills Preferred

• Bilingual in Spanish.
• Mandarin, Vietnamese or Cantonese a plus.
• Familiarity with social services systems a plus.