Pearl Interactive Network is sourcing Site Operations Coordinators (SOCs) to Join Our Talent Community to support future site operations.A Site Operations Coordinator (SOC) plays a key role in managing the day-to-day operations of the contact center site. This includes optimizing service delivery, overseeing staffing, conducting training, and managing performance. The SOC ensures that telecommunications and IT systems operate smoothly, coordinates facility activities, and handles escalated issues. Their primary focus is to maintain effective processes, systems, and procedures, delivering exceptional customer service and maximizing operational efficiency.Essential Duties and Responsibilities:Daily Operations & Service Delivery:
Oversee the daily operations of the contact center, ensuring all functions run smoothly and efficiently.
Manage and ensure adequate staffing levels to meet service delivery standards and operational goals.
Ensure the contact center is fully operational, addressing any disruptions in service or workflow.
Collaborate with the Customer Service team to ensure high-quality service delivery and adherence to KPIs.
Training & Performance Management:
Coordinate and implement training programs for staff to ensure up-to-date knowledge and skills.
Monitor and assess staff performance, providing feedback and identifying areas for improvement.
Ensure quality assurance (QA) standards are met by reviewing calls, resolving issues, and implementing process improvements.
Facility & Resource Management:
Oversee the physical operations of the contact center site, including facilities management, equipment, and supplies.
Ensure telecommunications and IT systems are functional and up-to-date.
Provide technical assistance in the planning, design, installation, and modification of IT and telecommunications systems.
Issue Escalation & Resolution:
Act as the primary point of contact for problem escalation and issue resolution, ensuring quick and effective solutions.
Ensure that escalated problems are resolved in a timely manner, preventing any disruption to operations.
System & Process Implementation:
Ensure all systems, processes, and functionalities are properly implemented and operational.
Continuously monitor system performance and coordinate with IT teams to resolve any issues.
Collaborate with internal teams to develop and implement process improvements and ensure consistency in service delivery.
Education and/or Work Experience Requirements:
Bachelor’s degree in Business Administration, Operations Management, Information Technology, or a related field (or equivalent experience).
3-5 years of experience in contact center operations management, overseeing daily operations and service delivery.
Strong knowledge of telecommunications and information systems, with experience in technical assistance, system planning, and troubleshooting.
Excellent communication and problem-solving skills, with the ability to manage conflict and resolve issues effectively.
Experience in performance monitoring and training within a contact center environment.
Ability to coordinate operations across multiple teams, manage resources, and meet service level expectations.
Physical Requirements:While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be RequiredPearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
