Coordinator of Contact Center Operations - (US-MD-Bethesda - 20894)

Minimum Education: Tech School
Job Type: Full Time
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The goal of the Contact Center is multi-faceted depending upon the time of year: 1) to begin calling pre-selected lists of individuals and families to tell them about YFU USA's opportunities for volunteering and hosting an international student for the upcoming year. Cold calling experience is helpful. You’ll learn all about our volunteer opportunities and how we place our international students with families! 2) Contacting and speaking with American students and their parents in describing the study abroad opportunities and to hopefully persuade them to participate in the outbound program.

Candidates applying for this position must have previous supervisory experience; highly developed communication and organizational skills; a positive, upbeat, team-spirited, and motivating demeanor; excellent training ability and the ability to provide quality customer relations. The ability to be persuasive, to communicate information and ideas clearly and the ability to work individually as well as within a team environment, is highly desirable. Good computer skills and the ability to provide follow-up and data entry assistance. Student exchange experience or knowledge of high school exchange programs is beneficial for this position.
The Contact Center Operations Coordinator provides overall guidance, training, and supervision of a quality Contact Center year-round staff. The Coordinator participates in day-to-day operating and reporting activities of the Contact Center.

Primary Functions of the Position:

1. Lead, oversee, and coach a team of part-time on-site contact center staff on a year-round basis.
2. Implement and maintain a quality contact center operation, employing guidelines and operating standards to ensure peak results and an excellent customer approach.
3. Provide high quality support to callers whenever required. Respond thoroughly and expediently to requests for further information or input when required.
4. Manage daily schedules; time reporting submissions and other relevant tasks to ensure that the call center runs smoothly.
5. Participate in making calls with Contact Center Members when possible; exercising an excellent call center standard.
6. Follow-through effectively on daily reporting, and administrative details pertaining to call center.

Qualifications include:
Undergraduate degree or equivalent combination of education and experience preferred
Excellent supervisory and leadership skills required
Effective verbal and written communication skills and strong interpersonal skills
Prior experience in a marketing, customer service, or call center environment highly desirable
A strong customer service approach and exceptional people skills a must. Primary audience with teenagers, parents, and staff.
Previous experience and knowledge of international student exchange or other international relations experience including living abroad, highly preferred.
Good computer skills to include MS Office, Internet, e-mail and normal office equipment
Available to work evenings on a consistent basis and able to maintain a regular schedule
Excellent follow-through ability and outstanding attention to detail
Flexibility, dependability and reliability are essential
During peak times, available to work extended hours to include weekends when necessary.

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