Operations Coordinator

Monark Group is committed to helping great ideas live up to their fullest potential. Our diverse team delivers world-class solutions across a diverse array of emerging & established lines of business.

At Monark, you will do work that matters with people that are committed to helping our vision become a reality. Projects at Monark have an impact on the communities that our team members live, work & play in.

As our Operations Coordinator, you will be required to undertake a variety of administrative and program management tasks. You will help plan and organize programs and activities as well as carry out important operational duties. To excel in this role, you must be organized, detail-oriented and comfortable working with diverse teams and building relations with multiple stakeholders. The goal will be to facilitate the effective management of programs according to the organization’s standards and drive excellent performance from your team.

What will you do:

1. Support planning and coordination of a program and its activities
2. Ensure implementation of policies and practices
3. Help build positive relations within the team and external parties
4. Schedule and organize meetings/events and maintain agenda
5. Ensure technology is used correctly for all operations
6. Support execution of operational tasks, business growth and program development
7. Troubleshoot problems with services or products
8. Create presentations, summaries and helping materials to ensure better communication and company-wide understanding of the program
9. Prepare contact center reps to manage customer interactions
10. Identify operational issues and suggest practical improvements
11. Prepare reports and analyze data to assist management in implementing the defined strategy
12. Work with other departments and supervisors to understand business goals and develop operational procedures around it
13. Other duties as required

In order to be successful, you bring:

1. Proven experience as a Customer Support Supervisor, Team Lead, Operations Analyst, Project Manager or similar supervisory position in a contact center environment. Exposure to working in an omnichannel support model.
2. Education: high school degree is required; University degree is preferred
3. General knowledge of call center systems and tools
4. Displays strong organizational and time management skills
5. Excellent verbal and written communication skills, with solid command of English grammar, spelling and punctuation
6. Relationship/partnership-building skills - listens attentively, solve problems creatively, and use tact and diplomacy to find common ground and drive positive outcomes
7. Creative thinker, strong analytical skills, excellent facilitator