Operations Coordinator, Akron, OH, Hybrid

AnswerNet, Inc.; Akron (OH); On-site; USD 42,000 - 60,000; Full time

Job summary

AnswerNet in Akron, OH is seeking an Operations Coordinator to oversee administrative functions within the call center and support teams to achieve performance goals. You will manage day-to-day admin tasks, develop filing systems, monitor SOPs, and lead training and quality assurance efforts.

The role requires strong leadership, communication, and the ability to work under pressure to meet deadlines. This position involves reporting on KPIs, coordinating with IT and management, and driving

Qualifications

• Proven experience in administrative roles, preferably in a call center environment.
• Strong leadership and communication skills.
• Proficient in MS Office and relevant administrative tools.
• Knowledge of call center operations and best practices.
• Must be able to work well under pressure and move with a sense of urgency for anything needed by direct reports.

Responsibilities

• Oversee day-to-day admin tasks including file handling and data entry.
• Create and maintain efficient filing systems.
• Monitor SOPs and ensure they are up-to-date.
• Serve as liaison between operations and support teams.
• Coordinate with team leaders to improve workflow.
• Lead regular team meetings on updates and process changes.
• Implement and monitor quality assurance for admin tasks.
• Conduct periodic audits for compliance with standards.
• Provide coaching to improve team performance.
• Facilitate training for new and current staff on processes.
• Identify skill gaps and coordinate with Training.
• Establish and report on admin KPIs.
• Drive continuous improvement with management.
• Resolve escalated admin issues promptly.
• Ensure use of appropriate software and tools; coordinate with IT.
• Maintain compliance with company policies and industry regulations.
• Generate reports on admin performance and present to management.

Skills

Leadership

Communication

MS Office

Call center operations

Data entry

Job description

Hours/Days: M-F Days and after hours as needed

Job Summary:

The Operations Coordinator plays a pivotal role in overseeing administrative functions within the call center, ensuring smooth operations, and supporting the team in achieving performance goals.

Key Responsibilities:

Administrative Oversight:

Manage day-to-day administrative tasks, including document handling, record-keeping, and data entry.

Develop and implement efficient filing systems to organize and maintain records.

Monitor and manage SOPs, ensuring they are effective, up-to-date, and available for the team.

Team Coordination:

Serve as a liaison between operations and support teams.

Collaborate with team leaders to streamline communication and enhance workflow efficiency.

Conduct regular team meetings to discuss updates, challenges, and process improvements.

Quality Assurance:

Implement and monitor quality assurance processes for administrative tasks.

Conduct periodic audits to ensure compliance with established standards.

Provide feedback and coaching to team members to improve performance.

Training and Development:

Facilitate training sessions for new and existing team members on administrative processes and tools.

Identify skill gaps and coordinate with the training department to address specific needs.

Performance Metrics:

Establish, monitor, and report key performance indicators (KPIs) related to administrative efficiency.

Collaborate with management to implement strategies for continuous improvement.

Address and resolve escalated administrative issues promptly.

Collaborate with relevant stakeholders to find effective solutions to challenges.

Oversee the use of relevant software and tools for administrative tasks.

Collaborate with IT to address technical issues and ensure optimal system performance.

Compliance and Policy Adherence:

Ensure adherence to company policies and procedures.

Stay informed about industry regulations and implement necessary changes to maintain compliance.

Reporting:

Generate and analyze reports related to administrative performance.

Provide regular updates to management on key metrics and areas for improvement.

Qualifications:

Proven experience in administrative roles, preferably in a call center environment.

Strong leadership and communication skills.

Proficient in MS Office and relevant administrative tools.

Knowledge of call center operations and best practices.

Must be able to work well under pressure and move with a sense of urgency for anything needed by direct reports.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.