Build a better career with MSC.
Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.
Requisition ID :15832 Employment Type : Full Time
Job Category : Customer Care
Work Location : Reno, NV (Whse)
State or Province : Nevada (US-NV)
Potential Work Location : United States : Nevada : Reno || United States : Nevada : Fernley
BRIEF POSITION SUMMARY: The Daily Operations Coordinator is responsible for workforce planning and scheduling for our Customer Care Department. This role ensures the quick and efficient movement of resources within each local site intraday to ensure exceptional service levels while achieving our KPI targets.
DUTIES and RESPONSIBILITIES: * Schedule and coordinate activities within customer care including training, meetings and coaching & development sessions.
* Directs the work of associates to most effectively utilize time available.
* Demonstrate independent judgment to manage and prioritize multiple associate requests in real time including time off of phones to complete projects and customer follow up.
* Manages processes within customer care and makes changes to maximize the efficiency and effectiveness of customer care associates' efforts, which include, but aren't limited to, quality monitoring, coaching for success, and corrective action plans.
* Ensure accurate, up-to-date data is maintained in workforce management regarding schedule exceptions related to intraday performance and achieving adherence targets.
* Analyze workforce management data to identify trends in volume, staffing needs, peak times, ideal times for offline activities, and make recommendations to maximize efficiency.
* Partner with the Daily Operations team and the Customer Care leadership team to ensure schedules are continually optimized to best support our customers while achieving KPI's. Effective communication to all stakeholders is critical.
* Assist the Daily Operations Assistant Manager in managing the daily operations of the Customer Care center.
* Maintains strict confidentiality of associates' personal information and business performance data.
* Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
* Participation in special projects and performs additional duties as required.
*INDICATES ESSENTIAL DUTIES To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
EDUCATION and EXPERIENCE: o High School Diploma or the equivalent required
o A Bachelor's degree in Business or the equivalent is preferred
o A minimum of four years inbound/outbound contact center experience required
o Experience with managing phone queues with focus on flow while maintaining superior customer service preferred.
SKILLS: o Strong statistical, analytical & math skills are required
o Knowledge of phone monitoring applications (WFM/WFO & CMS Preferred)
o Understanding of key contact center metrics including but not limited to service level, abandon rates & schedule adherence preferred.
o Knowledge of contact center technology required.
o Avaya telephony solutions knowledge preferred.
o Demonstrated proficiency in MS Office Suite including advanced knowledge of Excel and Access required.
o Demonstrated ability to coach subordinates and peers required
o Excellent written & verbal communication skills & strong team-based interpersonal skills are required
OTHER REQUIREMENTS: o A valid driver's license and the ability to travel up to 10% of the time are required
o This position may require access to International Traffic in Arms Regulations Information ("ITAR") and/or Controlled Unclassified Information ("CUI").
Compensation starting at $45010 - $64300 depending on experience.
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.
Why MSC People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions.
We care about our associates and have programs in place to help our 6,500+ team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future.
If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC. Equal Opportunity Statement
At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law.
