We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:
The Operations Coordinator supports the daily operations performance of the call center team. This includes the analysis and review of the day-to-day operations

Overall Responsibilities:

• Evaluate daily key performance indicators and identify areas of improvement.
• Manage attendance, utilizing effective scheduling.
• Coordinates with Account Manager to advise on operational issues.
• Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
• Interacts and consults with HR and Training on matters of recruiting, hiring and training, performance and employee relations issues.
• Demonstrate sound judgment and fairness when administering policies and procedures.
• Work with Quality Assurance to meet quality standards.
• Prepare daily/weekly/monthly reports and distribute to Management.

Job Requirements:
Knowledge, Skills and Abilities

• Experience with forecasting/scheduling and related software packages.
• Proven ability to manage people, processes, and technology.
• Strategic thinker and tactical implementer.
• Experience in supporting a team in a call center site.
• Should possess senior management leadership abilities and skill, such as the ability to build teams and coordinate operational, organizational elements. Demonstrated experience coaching and developing individuals.
• Ability to influence and motivate others.
• Superior written and verbal communication skills.
• Excellent leadership and developmental skills
• Must have strong technical, project management, implementation and process improvement skills.
• General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

Education/Experience:

• 3-5 years call center experience
• Minimum 2-3 years managing operations in a call cente4 environment
• Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
• Experience in a leadership role in a large call centre setting

Physical Demands & Work Environment:
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

Standard General Security Roles and Responsibilities

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

The Company believes that all persons are entitled to equal employment opportunity and to be free from discrimination in employment because of age, ancestry, colour, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status, gender, gender identity, gender expression, record of offenses, sex (including pregnancy and breast feeding), and sexual orientation, political affiliation, union membership and any other status protected by law (“protected grounds”). Equal employment opportunity will be extended to all persons in all aspects of the employment relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.

Additionally, we respect the sincerely held religious beliefs and practices of all employees and will endeavor to make a reasonable accommodation if those sincerely held religious beliefs or practices conflict with an employee’s job unless the accommodation would impose an undue hardship on the operation of our business. Any employee who would like to request an accommodation should contact the Human Resources Department

Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of the Human Resources Department. We will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. To ensure our workplace is free of artificial barriers, violation of this policy will lead to disciplinary action, up to and including termination of employment for cause.


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