The Call Center Projects Coordinator is responsible for overseeing and coordinating multiple projects within the call center, including call solutions, ticket solutions, Customer 360 view project, CRM enhancements, and omni-channel integration. This role involves ensuring the successful execution of projects, aligning with business objectives, and improving the overall customer service experience. The coordinator will work closely with cross-functional teams to run the processes smoothly and implement best practices.

Key Responsibilities:

Project Coordination:

• Coordinate and manage call center projects such as call solutions, ticket solutions, CRM implementation, and omni-channel integration.
• Facilitate the Customer 360 view project by ensuring that all data sources are integrated seamlessly for a comprehensive customer profile.
• Develop and maintain project plans, timelines, and budgets, ensuring that deliverables meet business needs and deadlines.

Communication and Stakeholder Management:

• Liaise with project stakeholders, including managers, IT teams, customer service representatives, and third-party vendors.
• Provide regular updates on project status, risks, and issues to stakeholders, ensuring transparency and alignment on project goals.

Process Improvement and Best Practices:

• Identify areas for process improvements within call center operations and recommend strategies for efficiency gains.
• Implement best practices for ticket management and resolution to ensure high-quality customer service.
• Ensure that the CRM system is optimized for tracking customer interactions and providing personalized service.

Omni-Channel Integration:

• Coordinate the integration of various customer communication channels (phone, email, chat, social media) into a unified omni-channel platform.
• Work with technical teams to ensure smooth implementation and troubleshoot any issues that arise.

Training and Support:

• Assist in the development and delivery of training programs related to new tools, systems, and processes.
• Support call center staff in adapting to changes in technology and processes, guiding as needed.