Contact Center Coordinator - Customer Service

• 3 internal Coordination vacancies.
• Full-time with a split shift from Monday to Sunday on a rotating schedule: 1 week from 9:00 to 17:00 and 1 week from 13:00 to 21:00 hours.
• Rotating weekend on-call (not on-site)
• Contract Permanent
• Fixed salary of 18,707.27 gross euros per year (1,466 € gross/month)
• Coordinator category and Contact Center Agreement Salary (level 8)
• Location in PISA Mairena del Aljarafe

Join a stable project under development since the year 2020. At Servinform, we value a GOOD WORKING ENVIRONMENT. You will be part of a dynamic and motivated team, where every day is a new opportunity to grow and achieve your goals.

We look forward to having you with us!

• Experience in a call center coordination position.
• High level of Office and more advanced Excel.
• Work organization and problem-solving capacity.
• Tolerance to pressure/stress.
• Ability to learn and adapt.
• Proactivity to make contributions for the optimization of resources in the services planned.

• English and French at a basic B1 level will be valued.

Join our team at Servinform and be part of an exciting commercial project in the Public Administration sector! We require 1 call center COORDINATOR to lead our team dedicated to performing customer service tasks.

In this role, your functions will be the following:

• Team management of agents

1. Supervision and motivation: The coordinator ensures that agents are motivated, aligned with the service objectives, and follow established procedures. This involves maintaining a positive work environment.

2. Task assignment: Assigns tasks and distributes calls or interactions among agents efficiently, based on their performance or specialization. 3. Training and development: Coordinates the training of new agents and organizes update or refresher programs for existing agents. Ensures that the team is aware of new procedures.

• Performance monitoring:

1. Quality control: Performs audits of interactions (calls, chats, emails, etc.) to ensure that quality standards are met and that agents follow the correct procedures.

2. Coordinate with channel managers the control of established service level agreements.

3. Communicate to the Client any incidents affecting the fulfillment of established service level agreements.

4. Feedback: Provides continuous feedback to agents, both in terms of areas for improvement and recognition of good performance.

• Incident and escalation management:

1. Problem solving: Helps resolve problems or incidents that agents cannot handle, acting as an escalation point for complex or delicate cases.

2. Coordination with other departments: If required, the coordinator acts as a bridge between the contact center and the end Client to resolve situations that exceed the capacity of the agent team.

• Resource planning:

1. Shift and schedule management: Plans and organizes the work schedules and shifts of the agents to guarantee that there is sufficient staff at all times, considering call peaks or special demands.

2. Workload forecasting