Bloomington Support Staff Job Specs

Job Title and Grade: Call Center Coordinator/ SSOF

Job Code: 002318

Date: 04/11

Job Purpose

This is administrative service work performing a variety of tasks related to the daily operations of a call center.

Characteristic Duties and Responsibilities

Oversee the daily operations of a call center.

Trains and oversees staff in center procedures and monitors performance; provides ongoing technical guidance, direction, and counseling to call center staff insuring acceptable standards of customer interactions.

Maintains attendance records and assists with payroll processing as needed.

Determines work schedules and makes adjustments to staff assignments for adequate center coverage and cost containment.

Responds to internal and external inquiries regarding operations; investigates and resolves problems, complaints or discrepancies.

Compiles and analyzes data on center operations; prepares reports and makes recommendations for improvements.

Maintains databases, files and records.

Knowledge, Skills, and Abilities

Knowledge of computers and database/spread sheet software

Knowledge of telecommunication/switching equipment/call center operations and procedures.

Good interpersonal and customer service skills.

Good written and verbal communications skills.

Ability to supervise other employees.

Ability to interact and communicate with a wide range of people.

Minimum Requirements

Education: High school diploma or GED.

Experience: Three years in telecommunications. 

The intent of this job specification is to provide a representative summary of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position.  Employees may be requested to perform job-related tasks other than those specifically presented in this specification.