Onsite Service Delivery Coordinator

optusinc; Jonesboro (AR); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

401(k)

401(k) Matching

AD&D insurance

Dental insurance

Disability insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Professional development assistance

Referral program

Tuition reimbursement

Vision insurance

Job summary

Optus is seeking a Services Coordinator- Support to oversee service performance and support cross-functional teams in Jonesboro, AR. The role focuses on SLA adherence, escalations management, and data-driven improvements to customer experience.

The ideal candidate will lead with a customer-first mindset, coach staff, and drive service efficiency while coordinating scheduling and reporting efforts across the organization.

Qualifications

• Bachelor's degree or equivalent with 3–5 years in service delivery, telecom, tech ops, or customer support.
• Call center or service desk experience preferred.
• Strong leadership, organizational, analytical, and communication skills.
• Advanced proficiency in Microsoft Office and reporting.

Responsibilities

• Monitor Service Delivery workloads and performance to meet SLAs and objectives.
• Manage customer and internal escalations and ensure timely resolution.
• Develop and analyze operational reports, dashboards, and metrics.
• Collaborate with cross-functional teams to support service delivery and customer satisfaction.
• Identify operational challenges, perform root cause analysis, and implement corrective actions.
• Manage daily team scheduling and workload distribution for coverage.
• Support customers through service reviews, Tier 1 support, and dispatch coordination.
• Coach team members and support training opportunities.
• Promote continuous improvement through process reviews and feedback.
• Model company values and maintain a customer-first team environment.

Skills

Leadership

Data analysis

Customer support

Scheduling

Excel

Reporting tools

Communication

Problem solving

Coaching

Education

Bachelor's degree or equivalent

Tools

Excel

Reporting tools

Job description

Optus is seeking a Services Coordinator- Support to oversee service performance and support cross-functional teams in Jonesboro, AR. The role focuses on SLA adherence, escalations management, and data-driven improvements to customer experience.

The ideal candidate will lead with a customer-first mindset, coach staff, and drive service efficiency while coordinating scheduling and reporting efforts across the organization.