Contact Center Coordinator

Creates a productive work environment and performance measures/outcomes for their respective teams, including associate development and retention. Also accountable for budget and revenues specific to their span of control. Do you love . . . leading teams to achieve great success? Are you energized by . . . creative problem solving to address business needs? Do you enjoy . . . leveraging process and technology to gain work efficiencies?

ACCOUNTABILITIES

DEVELOP HIGH PERFORMING TEAMS

  • Manages direct reports, systems, and projects to achieve unit goals in accordance with Kohl's policies and practices
  • Prepares and analyzes unit plans and reports
  • Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area
  • Creates an effective work environment by setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communication
  • Develops staff through coaching, providing performance feedback, providing eff ective performance assessments, andestablishing performance development plans


DRIVES TO ACHIEVE FINANCIAL RESULTS
  • Manages Shrink and adherence to schedule within budget guidelines
  • Adjusts team schedules as a result of shrinkage and volume demands within the line of business
  • Directly responsible for achieving line of business goals as defined for the team
  • Analyzes measurable individual and team outcomes and prepares action plans to continuously improve performance
  • Assist in analyzing volume demand and manages to applicable key service level goals by line of business


DELIVER HIGH QUALITY SERVICE EXCELLENCE
  • Leads non-exempt associates to strive for and deliver a First Customer Focus in the service, sale or support of Kohl's customers
  • Handles customer inquiries and resolves escalated issues from associates and/or other Coordinator Teams
  • Acts impartially to coordinate open and honest communication between associates and other areas/teams within the business


MANAGE PROCESS AND TECHNOLOGY TO DELIVER COMPANY AND DEPARTMENT GOALS
  • Responsible for the quality assurance of team's daily production
  • Responsible for gathering and communicating ongoing contact trends and proposing needed solutions
  • Manage and coach line of business processes, priorities, workflows and updates for their team


ADDENDUM

RISK MITIGATION COORDINATOR
  • Leads team to identify process gaps through Internal Process Assessments (IPA) results and assists with LOB remediation
  • Assists team in creating IPA reporting and maintaining Coaching Central reports
  • Reviews and validates IPA reporting results (trending and root cause analysis)
  • Uses exception reporting to ensure business outcomes align with procedures
  • Compliance Liaison for Card to ensure closure for identified risk event and Independent Compliance Transaction Testing (ICTT) audits
  • Assists team in researching Credit Legal Investigations
  • Leads team to perform second level internal process assessments
  • Assists peers with understanding and coaching of compliant practices
  • Leads Organizational Operations team who manages the PolicyTech process and establishes key process workflows


QUALIFICATIONS

REQUIRED
  • Previous supervisory or related experience
  • Ability to maintain composure in a fast-paced contact center environment
  • Effective verbal and written communication skills


PREFERRED
  • Understanding of statistics, data analysis and staff plan execution
  • Detailed knowledge of Windows applications
  • Understanding of credit and retail transaction processing
  • Knowledge of processes and procedures as well as their impacts on the line of business


SPECIAL REQUIREMENTS
  • Flexibility with hours - weekends required


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