Call Centre Coordinator

Position: Call Centre CoordinatorLocation: Birmingham City CentreDuration: 3-Month Temporary Assignment

We are seeking an organised and proactive Call Centre Coordinator for a 3-month temporary assignment to support the day-to-day operations of our busy call centre. The ideal candidate will assist with scheduling, performance tracking, and ensuring smooth communication between agents and management. This is a great opportunity to gain experience in a fast-paced, customer-centric environment.

• Operations Coordination: Monitor daily call centre activities to ensure smooth workflow and efficient resource allocation. Assist in managing the call queue to ensure proper distribution of calls to agents. Support the implementation of operational changes and updates in real-time.
• Scheduling & Workforce Management: Assist with agent scheduling to maintain optimal coverage during peak hours and across shifts. Coordinate with management to handle shift changes, absences, and overtime requests. Ensure agents adhere to scheduled shifts and break times.
• Performance Monitoring & Reporting: Track and compile performance metrics, including call volume, response times, and service levels. Assist with daily, weekly, and monthly reporting on key performance indicators (KPIs). Provide feedback to agents on performance metrics and quality standards.
• Agent Support & Communication: Act as a liaison between call centre agents and management, relaying important updates, policies, and announcements. Address agent concerns and escalate issues to management as needed. Assist in training new agents and providing ongoing support for existing staff.
• Customer Service Quality Assurance: Monitor calls to ensure compliance with quality standards and company policies. Assist with customer issue resolution by escalating complex cases to the appropriate department. Support quality improvement initiatives and process optimisation's.

• Prior experience in a call centre or customer service environment preferred.
• Strong organisational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office Suite (Excel, Word) and call centre software (e.g., CRM systems).
• Ability to work in a fast-paced, high-pressure environment.
• Problem-solving skills and attention to detail.

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