Senior Operations Coordinator

Service Level Agreements: Actively monitor real-time queue volumes, break compliance, and call abandonment rates to ensure adherence to established performance targets, such as maintaining a sub-3% abandonment rate and protecting answer time thresholds.

Shift Management & Rostering: Build, maintain, and optimise staff schedules, managing leave requests, shift swaps, and ensuring continuous operational coverage across teams.

Resource Planning & Forecasting: Track staff utilisation, capacity, and availability to forecast short-term and medium-term staffing needs.

Contingency Scheduling: Rapidly identify staffing gaps and coordinate with team leaders or temporary resources to secure coverage during unexpected absences or high-demand periods.

Administrative Operations: Maintain accurate operational data, update workforce tracking systems, and generate reports on staffing metrics and attendance.

Cross-Team Coordination: Partner with team leaders to ensure consistent communication, shared best practices, and aligned operational workflows across all teams.

Escalation & Process Management: Serve as an operational point of contact for administrative or workflow escalations to resolve bottlenecks.

Project Support: Support with operational projects, change management initiatives, and quality assurance checks across the department.

Operational and Service Compliance: Conduct regular audits of operational data to maintain high standards of accuracy and compliance. Monitor adherence to data privacy and security protocols when handling sensitive departmental information.

Complaints and Escalation: Monitor and track incoming complaints and escalations, and promptly distribute them to the Duty Team Lead for investigation and rapid response.

Training/L&D allocation: Coordinate training and L&D allocation among team members, identifying the appropriate resources and the best times for training in alignment with service demands.

Experience: Several years of experience as operations lead, operations coordination, call centre supervisor, or customer/client operations support.

Technical Proficiency: High comfort level with scheduling, spreadsheets, and data tracking systems.

Skills: Exceptional attention to detail, strong numerical and analytical skills, and the ability to solve logistical problems quickly under pressure.