Operations Coordinator, Customer Service - Surrey, Canada - Monark

Monark

Verified Company

Surrey, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Salary:

At Monark, you will do work that matters with people that are committed to helping our vision become a reality.

Projects at Monark have an impact on the communities that our team members live, work & play in.

As our Operations Coordinator, Customer Service, you will be required to undertake a variety of administrative and program management tasks.

You will help plan and organize programs and activities as well as carry out important operational duties.

To excel in this role, you must be organized, detail-oriented and comfortable working with diverse teams and building relations with multiple stakeholders.

You will have a proven track record of great Customer Service.

The goal will be to facilitate the effective management of customer service programs according to the organization's standards and drive excellent performance from your team.

What will you do:

Support planning and coordination of a contact center and its activities
Ensure implementation of policies and practices
Help build positive relations within the team and external parties
Schedule and organize meetings/events and maintain agenda
Ensure technology is used correctly for all operations
Support execution of operational tasks, business growth and program development
Troubleshoot problems with services or products
Create presentations, summaries and helping materials to ensure better communication and companywide understanding of the contact center
Prepare contact center reps to manage customer interactions
Identify operational issues and suggest practical improvements
Prepare reports and analyze data to assist management in implementing the defined strategy
Work with other departments and supervisors to understand business goals and develop operational procedures around it
Other duties as required

In order to be successful, you bring:

Proven experience as a Customer Support Supervisor, Team Lead, Operations Analyst, Project Manager or similar supervisory position in a contact center environment. Exposure to working in an omnichannel support model.
Education: high school degree is required; University degree is preferred
General knowledge of call center systems and tools
Strong organizational and time management skills
Excellent verbal and written communication skills, with solid command of English grammar, spelling and punctuation
Relationship/partnershipbuilding skills listens attentively, solve problems creatively, and use tact and diplomacy to find common ground and drive positive outcomes
Creative thinker, strong analytical skills, excellent facilitator