Operations Coordinator

HelpGrid is an on-demand BPO call center. The Outbound division specializes in abandoned cart recovery and welcome calls, helping online sellers recuperate thousands in sales. Our team is driven by integrity and endurance, each team member adheres to company procedures, policies, and expectations with positive professionalism.The Operations Coordinator will be an integral part of the team, managing all aspects of the day-to-day operations. This role oversees the Team Leads, Subject Matter Experts, and 40+ Sales Agents. We place a strong emphasis on our team members' well-being, which allows us to keep retention high and attrition low. The Operations Coordinator will be responsible for improving business processes and constantly increasing agents’ call efficiency.Responsibilities:

• Managing efficiency of the HelpGrid Outbound Services Operations
• Ensuring that Managed Services/Support Teams execute operational strategies to guarantee operational KPIs and SOP’s are consistently achieved.
• Using business tools and metrics to identify opportunities to improve the customer experience.
• Monitor changes and keep up with changes in the organization’s products and/or services.
• Ensure consistency with all teams to drive high-performance quality by communicating, monitoring, and managing minimum standards of quality, quantity, accuracy, and efficiency.
• Drive operational solutions with Team Leaders to ensure OB Sales Agents have access to the required tools/ knowledge.
• Troubleshooting routine or rudimentary technical issues tickets and resolve in conjunction with relevant support departments.
• Drive effective and proactive workforce planning with core support areas and other managers.
• Capacity Management, including managing contingencies in line with high-level business objectives.
• Implementation and monitoring of Operations processes and procedures.
• Work with the Operational Sales Operations team to effectively analyze changes, seek resolutions, and look for opportunities through data and feedback.
• Proactive coaching and development of the Team Leads and Subject Matter Experts to ensure competent and motivated agents are available.

Required Qualifications:

• English proficiency is required to speak, read, and write.
• 4+ years of management experience in the BPO call center environment with a strong sales background.
• Understand reporting of results, and insights gained, and implement a continuous improvement process and culture.
• Experience running data analysis, including volume and resource forecasting.
• Experience with recruiting, discipline management, and termination process.
• Must have experience in coaching, mentoring, fostering a positive work environment, and experience dealing with conflict management.
• Knowledge of Microsoft applications, including Word, Excel, and or Google Docs & sheets.
• Ability to acquire and maintain an in-depth knowledge of company operations, systems, contract guidelines, and other required policies and procedures.

How We Work:

• 40 hours/5 days per week
• Working hours according to the EST
• Contractor Agreement

Benefits:

• Opportunity to work remotely
• A resourceful, high-achieving, diverse, and fun team
• Being part of fast-growing company
• Competitive salary
• Health Insurance after probation
• Paid time off

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