Senior Operations Coordinator

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee real-time queue volumes, break compliance, and call abandonment rates in relation to service-level objectives, including maintaining a sub-3% abandonment rate and adhering to response-time standards.

• Develop, manage, and enhance staff schedules, address leave requests and shift swaps, and guarantee ongoing operational coverage.

• Monitor staff utilization, capacity, and availability to project short- and medium-term staffing requirements.

• Recognize staffing shortages and coordinate coverage during unforeseen absences or peak demand periods.

• Maintain operational data, update workforce tracking systems, and produce staffing and attendance reports.

• Collaborate with team leaders on communication, best practices, and operational processes.

• Serve as the operational point of contact for administrative or workflow escalations and address bottlenecks.

• Assist with operational projects, change-management efforts, and quality-assurance evaluations.

• Review operational data for accuracy and compliance, including adherence to data privacy and security guidelines.

• Monitor and relay complaints and escalations to the Duty Team Lead.

• Organize training and learning-and-development resources in alignment with service needs.

• Manage the logistical and administrative functions of the clinical operations team, including rosters, shift management, resource distribution, efficiency enhancements, and daily administrative tracking.

• Collaborate with Team Leaders on high-volume operational responsibilities.

⛳️ Requirements

• Several years of experience in roles such as operations lead, operations coordination, call center supervisor, or customer/client operations support.

• High proficiency in scheduling, spreadsheets, and data tracking systems.

• Outstanding attention to detail.

• Strong numerical and analytical abilities.

• Capability to resolve logistical challenges swiftly under pressure.

🏝️ Benefits

• Benefits will be provided in accordance with applicable laws.

• Benefits for individuals located in the UK will be compliant with UK law and may differ from those available in other countries.