Call Center Operations Coordinator

Overview

We are seeking a detail-oriented and proactive individual with a strong background in customer service and call center operations, particularly within retail and/or BPO environments. This candidate excels in leveraging tools like Salesforce and leading training initiatives to enhance team performance. They are adaptable, solution-driven, and bring a customer-centric mindset to their work.

WHO YOU’LL WORK WITH The Service Delivery Specialist will work closely with the Manager of North America Consumer Services and external BPO partners to support operational transitions and drive operational excellence. This role requires close collaboration with both internal and external teams, including call center operations and internal technology teams, ensuring alignment on performance metrics and seamless system integration.

WHAT YOU’LL WORK ON You will play a vital role in supporting day-to-day operations of our call center, focusing on training initiatives, back-office work, and technical support as needed. You will become a subject matter expert in our iteration of Salesforce Service Cloud, ensuring alignment across teams and empowering our BPO partner with the tools and knowledge to succeed.

Requirements:

• 3-5 years of experience in customer service, call center operations, ideally within retail and/or BPO settings.
• In-depth understanding of call center metrics (e.g., AHT, SLA, CSAT).
• Proficiency in Salesforce or similar CRM tools.
• Experience in training, quality, onboarding, or coaching team members preferred.
• Excellent communication skills and ability to manage cross-functional collaboration.
• Bachelor’s degree or equivalent combination of education and experience.

Responsibilities:

• Serve as a SME for Salesforce Service Cloud processes, enabling internal and external teams to utilize the platform effectively.
• Coordinate, participate in, and lead Train-the-Trainer sessions to ensure consistent knowledge transfer and process adoption.
• Collaborate with the BPO partner to provide guidance and support for their training and operational needs.
• Handle specialized consumer requests, ensuring compliance with company policies and service standards.
• Observe and report on performance metrics, contributing insights to team discussions and identifying areas for improvement.
• Act as a key liaison between internal teams and external partners, fostering seamless communication and alignment.
• Bring a customer-centric mindset to every interaction, emphasizing the importance of delivering exceptional experiences to drive satisfaction and loyalty.

The target hiring compensation range for this role is $35 to $38 hourly. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.