Lead - Digital Media and Ad-Inventory

The Group Coordinator role is to facilitate communication, collaboration, and coordination among various teams or departments within the organization. Group Coordinators are responsible for ensuring that projects, initiatives, or activities involving multiple stakeholders run smoothly and efficiently. Group Coordinators play a crucial role in fostering teamwork, streamlining processes, and ensuring that projects are completed successfully through effective coordination and communication among team members.

Responsibilities:

1. Training and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
2. Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
3. Answering agent questions regarding best practices or difficult calls.
4. Identifying operational issues and suggesting possible improvements.
5. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
6. Preparing reports and analyzing data to assist management as they determine call center goals.
7. Working with other supervisors and management team members to support agents and maximize customer satisfaction.

COMPETENCIES:

1. Call Resolution Time Improvement
2. Quality Assurance (QA) Score
3. First Call Resolution Rate Improvement
4. Customer Satisfaction Score Improvement
5. Adherence to Schedule
6. Average Handle Time Reduction

Email: hroffshore@dynamedhealth.com