Team Coordinator
CurrentAs a Team Coordinator, I oversee the work of 18 team members and assist in identifying gaps and opportunities for improvement . Some of my responsibilities consist of:Recognizing opportunities to improve our resources and creating guides to assist the team with their inquiries.• Facilitate learning and development opportunities to improve team performance and meet department targets.• Recognized for creating multiple tools and guides that helped improve efficiency and inquiry response time.• Monitoring and managing staffing in our dedicated call center queue to ensure adequate coverage and that we are meeting our service level standards.• Delegating work to team members and assigning work from shared inboxes to make sure client inquiries are responded to in a timely manner.• Collaborating with department leaders to ensure we are aligned in our vision and aware of the challenges ahead.• Guide and empower team members in resolving complex inquiries. • Resolving escalations from clients and external partners to ensure we deliver exceptional customer service.• Reviewing processes and working with internal partners on updating our resources. • Participating in monthly leader update meetings regarding new project rollouts and process updates and assessing the impact on our team and conveying any concerns. • Collaborating with our Systems Support team to solve technical issues and bring forward suggestions for technical enhancements that would benefit our team and clients.• Evaluating client calls to ensure we are providing legendary customer experience.
