Program Coordinator

Overview : Provides administrative support for the account / program by coordinating with various internal departments.

Seeks immediate action and resolution to administrative concerns, inquiries, and issues of the account by the accurate gathering and cascading of information to and from applicable units.

Supports the Operations Management in the roll-out of account initiatives by establishing accountability for administrative needs.

Provides administrative assistance to all associates within the account. Addresses the administrative needs of the account by coordinating with Operations Management on account needs and goals. Contributes to the attainment of optimum performance and service levels by providing administrative support for the entire account.

Updates program / account files and collates team reports for report generation. Files and organizes internal reports for easy access and availability. Maintains the account's communication and bulletin boards, such as generating lists of winners for incentives, exemplary performers, promotions, and new hires.

Acts as the Human Resource contact for the account. Coordinates with HR departments (e.g., Compensation and Benefits, Employee Relations, Recruitment) for HR concerns. Transmits important documents and information, secures confidential records, and submits disputes, inquiries, and grievances regarding payroll, compensation, and employee relations for immediate action.

Provides data on upcoming events to the account and attends regular HR meetings to gather and disseminate important information. Liaisons with other Program Coordinators to keep information up-to-date and discuss common concerns across accounts.

Updates Baleen information and templates by gathering data from the intranet. Maintains Baleen documents for real-time review of account performance and individual contributions. Assists Team Leaders in collating individual and team metrics.

Ensures the availability of supplies, materials, and resources needed for daily operations. Checks inventory, forecasts future needs, and submits requisitions for additional supplies.

Assists in queue management and floor support by logging into the WFM system and checking call volume. Provides data to Call Center Coordinators to improve productivity levels. Coordinates with relevant departments regarding suspensions, schedule swaps, attrition, and leave utilization.

Submits necessary documents for account concerns and ensures database information is updated through reports and documents. Assists in Customer Experience and Learning Services initiatives to improve team productivity by coordinating resources and materials.

Required skills + qualities (technical): At least one year call center experience in Customer Care, Marketing and Sales, or Technical support. Prior knowledge of client specifics is preferred. Working knowledge of call center operations and MS Office applications, as well as call center-specific software, is required.

Required skills + qualities (non-technical): Excellent oral and written English communication skills, professional business correspondence, planning, organizing, and coordination skills. Adaptive to changing schedules, active listening, minimal supervision, customer orientation, time management, multitasking, detail-oriented, analytical, problem-solving, and decision-making skills.