Operations Coordinator - BPO

MOHELA is a not-for-profit student loan servicer with a combined portfolio of student loans owned by the federal government, special entities, and itself. We are a contracted servicer with the Department of Education. We currently have 1300 employees, and we are headquartered in Chesterfield, Missouri, with an operation center in Columbia, Missouri, and offices in Harrisburg, Pennsylvania and Washington, DC. We have been actively providing financial support and other support to Missouri's higher education programs for more than 40 years.

MOHELA is looking for a passionate and skillful Operations Coordinator.

MOHELA offers competitive salary and a benefit package that includes paid personal and vacation time-off, insurances for medical, dental, life, short-term disability, 401K plan with dollar-for-dollar match up to 8% of salary, and tuition assistance.

General Statement Of Duties

• General Statement of Duties:
• Maintain and submit User Access Requests for BPO.
• Act as a liaison for BPO MOHELA in interactions with FSA relating to Coordinator Responsibilities
• Ensure proper coverage to meet service levels by working with Workforce management to schedule agents on a daily, weekly, and monthly basis. This can include overtime and requesting resources from other departments as needed.
• Ensure efficient use of time by monitoring agents’ intraday adherence to schedule. Issues will be investigated daily and reported to supervisors and managers in order to be addressed in a timely fashion.
• Ensure efficient use of resources by monitoring and managing inbound calls and back office processing. Use good judgement and data resources to make decisions about schedules and staffing to adapt to perceived changes.
• Ensures daily accurate tracking of agents and attendance and ensures issues are handled quickly identified and addressed. Monitors and executes actions as outlined in the Attendance Program and operating procedures and maintains confidentiality of employee matters.
• Ensure timely and accurate reports are delivered as outlined in standard operation procedures or business requirements. Forecasts will be used in addition to real time information to make decisions about resources to adapt to perceived changes.
  
  

Essential Duties And Responsibilities

• Access Oversight- Maintain all access for all BPO agents, supervisors, management and staff. Submit access requests for new hire agents, and other employees as needed. Create and maintain reporting for access requests as needed.
• Workforce & Salesforce,– Ensures departmental goals are met by reviewing, creating, and sending reporting provided by the call center systems. Utilize and understand reporting provided by Salesforce to assure departmental goals are met. Troubleshoot system problems.
• Call Center Workflow Supervision - Ensures optimal performance for the call center by monitoring and managing workload volumes related to incoming calls and back office processing tasks, on a daily basis. Monitor and report agent Key Performance Indicators. Respond to staff questions and supervisor calls related to staffing coverage. Become a Subject Matter Expert for processes as needed.
• Reporting – Ensures efficiency by working to provide and analyze reports for future work distribution as well as improvement, training, and agent development. Look for and identify peak trends based on call and task volumes and other changes, in order to make necessary changes and adjustments to accommodate. Analyze daily reports to recognize abnormal performance days, determine the cause, and plan for future occurrences. When needed, analyze agent activity reports daily, weekly, and monthly to identify deviations and provide those findings/recommendations to the supervisors. Ensure daily stats are provide in a timely fashion; creatively analyze the data to determine what steps could be taken during high volume periods to meet servicing levels, provide findings, and implement resolution.
• Workforce Management and Analyst – Ensures that the Call Center has proper staffing during business hours. Analyze daily staffing needs to make sure phone lines are properly staffed and make adjustments to breaks and lunches. Make recommendations for shift changes, overtime needs, and shorting of breaks and/or lunches.
• Forecasting – Ensures ability to make strategic decisions by creating short and long term forecasts for the call center. Monitor trends of all call and processing traffic and create forecasts based on historical call behavior and upcoming business forecasts. Create Full Time Equivalent (FTE) staffing forecasts by day, week, month and year.
• Attendance – Ensures accurate and up to date information by tracking the Attendance policy for all agents. Communicate issues to the Contact Center Supervisors and management and provide recommendations for PIPs as needed
• Collaboration – Ensures effective use of time by being willing to collaborate and communicate with Workforce team, supervisors, and managers on hourly, daily basis to ensure full coverage of all intraday monitoring and plans.
  
  

Education/Experience: Preference for Bachelors degree in a business related field. 6 months at MOHELA or other student loan organization, preference for 12 or more months with MOHELA or other student loan organization. 1 years related experience in call center industry.

• Computer Skills: Intermediate to Advanced Excel
• Demonstrated analytical skills, organizational and time management skills
• Possess resourcefulness and the flexibility to schedule when necessary to effectively perform in a constantly changing environment.
• Demonstrates initiative with a high degree of professionalism, positive attitude and a team player.
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

We are an EEO/AA Employer. We do not discriminate in hiring on the basis of race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, protected veteran status, or any other characteristic protected by federal, state or local law

To build a diverse workforce, MOHELA encourages applications from individuals with disabilities, minorities and veterans.

In compliance with the American Disabilities Act Amendment Act (ADAA), if you have a disability and would like to request an accommodation in order to apply for a position with MOHELA, please call please call 636.733.3700 x3571, TDD 7-1-1, or email hr@mohela.com