Job Description of a Call Center Coordinator
According to the U.S. Bureau of Labor Statistics, in 2008 approximately 2.3 million workers in the U.S. held customer service positions. Call centers can employ customer service representatives as well as telemarketers, technical support representatives and telesales professionals. The call center coordinator is responsible for overall supervision and hiring, training and development of the call center staff.
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Function
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The call center coordinator is responsible for the day to day operation of the call center. This includes scheduling staff to ensure adequate phone coverage, supervising call center employees, making sure equipment is in good working order, recommending software and equipment appropriate for the call center and keeping the call center running smoothly.
Responsibilities
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The call center coordinator ensures each caller has as positive an experience as possible. If a representative cannot resolve an issue for a caller, the call is transferred to the coordinator for resolution. The coordinator creates materials such as call scripts, standard response emails, policies and training materials for the staff. The coordinator trains and hires the call center staff. Call center calls are monitored by the coordinator to provide appropriate guidance and coaching to the employee. Quarterly and annual employee evaluations and reviews are the responsibility of the coordinator. The call center coordinator is responsible for obtaining and reviewing call statistics on an hourly, daily, weekly, monthly, quarterly and annual basis and reporting this data to the management team. Such statistics are important to help the coordinator measure specific employee and overall call center effectiveness. Recommendations for changes in staffing, scripts or policies are often made as a result of call center statistics.
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Work Environment
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Call centers coordinators work in a variety of industries. Call centers often have rows of cubicles in an open room with good lighting. Computers and telephones with headsets are standard. Since many call centers operate 24/7, swing or nighttime shifts, as well as weekends and holidays, are not unusual. Call centers tend to have a lot of background noise from the customer service representatives on the phones. Helping upset or angry customers is part of the job.
Qualifications
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Call center coordinators need strong verbal communications, customer service training, good writing skills, knowledge of call center software, hardware and other equipment as well as analytical, leadership and managerial abilities. Call center coordinators are usually required to have an undergraduate degree and previous call center experience.
Potential
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The median base salary as of June 2010 for people in positions comparable to a call center coordinator is $72,365, according to Salary.com, although this number will vary depending on location. With the employment of customer service representatives expected to rise by 18 percent by 2018, more call center coordinators will be needed to manage these growing call centers. The highest growth is expected to be in the finance and insurance industries. While there was an increase of call centers being outsourced to non-U.S. companies in the late nineties and the first part of this decade, that trend has slowed down significantly. Layoffs in call centers tend to stay low.
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References
- Photo Credit call-center image by Yvonne Bogdanski from Fotolia.com
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Call Center Job Description.
