Call Center Coordinator
$33,280–$39,936 year
On-siteDayton, Ohio, United States
Job Summary
Monitor call center team productivity and oversee staff teamwork, assisting with hiring, scheduling, and leadership as needed. Manage day-to-day line activities, prioritize tasks, and make risk/impact assessments within existing processes. Answer inbound calls as directed, motivate and coach team members to positively affect performance, and ensure training and development plans are maintained. Report issues to the Director of Call Center Operations, highlight operational risks, and relay industry changes to the team. Escalate appropriate problems to senior management and use association methodology to ensure attendance and daily goals are met. Works 11:30am-8:30pm in-office at the YMCA in Dayton, OH.
Required Qualifications
- High school diploma or equivalent
- Must be at least 18 years of age
- Minimum of 2 years' experience within a contact center environment
- Ability to complete YUSA's Listen First training module
- Ability to work flexible hours, including evenings and weekends, as well as overtime
- Bilingual (English/Spanish) is desired, but not required
Desired Qualifications
- Experience in customer service
- Excellent leadership and communication skills with the ability to work and communicate in a positive manner
- Strong coaching and people-development skills through call listening, quality feedback, etc
- Ability to deal with demanding customers and escalations
- Proficient computer skills, including Microsoft Office
- A strong commitment to nonprofit, mission-based work
- Ability to multi-task, problem solve and prioritize tasks
- Ability to exercise poise, tactfulness, diplomacy and maintain confidentiality
- Exemplifies YMCA values, leadership qualities and professional image
- Enjoys building genuine relationships and is able to build rapport and credibility quickly
- Genuinely cares about helping others reach their full potential
- Thrives working in a fast-paced work environment, strives to meet/exceed performance goals and has passion for the Y cause
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community
- Embraces change and the opportunity to perform other related duties as assigned
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