What does a call center coordinator do?
A call center coordinator oversees the daily operations of call centers, ensuring the workforce functions efficiently. They coordinate with managers and arrange the resources that they need in order to provide optimal services to clients. They are also in charge of collecting and analyzing reports from different departments, determining the weaknesses and strengths of existing operations, and implementing solutions against problem areas, providing technical support to staff as needed. Moreover, as a call center coordinator, it is essential to lead and motivate teams to reach goals while enforcing the company's standards and regulations.
Call center coordinator responsibilities
Here are examples of responsibilities from real call center coordinator resumes:
- Lead enrollment process efficiently through securing proper registration forms, official transcripts, immunization records, and IEP documentation as needed.
- Verify Medicaid and process payments.
- Maintain and follow patient confidentiality laws (HIPAA).
- Keep record of HIPAA certify volunteers and communicate the requirement of the training along with information of their availability.
- Provide assistant and information about Medicare/ Medicaid coverage.
- Support an inventory logistics application develop by the company and used by various companies to track inventory in warehouses.
- Administer language tests using SharePoint in order to provide participant with language pins.
- Utilize Sharepoint knowledgebase to resolve complex issues.
- Observe HIPPA regulations to ensure client confidentiality.
- Process and confirm pending DIRECTV customers account information, while providing exceptional customer service.
Call center coordinator skills and personality traits
We calculated that 22% of Call Center Coordinators are proficient in Patients, Phone Calls, and Data Entry. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Call Center Coordinators that have these skills listed on their resume here:
- Patients, 22%
Determined patient eligibility and benefits; assisted patients on completing appropriate forms, and documented all information according to Premier policy.
- Phone Calls, 8%
Supervised and managed a staff of 15 employees who receive approximate 100 telephone calls from vendors, clients & potential clients.
- Data Entry, 7%
Managed concerns by process of elimination, data entry, and identifying when to escalate issues to managers.
- Medical Terminology, 7%
Generated client spreadsheets for Blue Cross and Blue Shield Received Medical Terminology Certificate
- Inbound Calls, 6%
Provided customer service on 50-60 inbound calls per day, logged data into the system for customer satisfaction and quality assurance.
- Customer Satisfaction, 5%
Created and fostered customer satisfaction by proactively resolving travel issues in an efficient and professional manner.
"patients," "phone calls," and "data entry" are among the most common skills that call center coordinators use at work. You can find even more call center coordinator responsibilities below, including:
Communication skills. To carry out their duties, the most important skill for a call center coordinator to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Call center coordinators often use communication skills in their day-to-day job, as shown by this real resume: "performed standard communication (phone calls, emails, and letters) to appropriate parties throughout the duration of the claim. "
Customer-service skills. call center coordinators are also known for customer-service skills, which are critical to their duties. You can see how this skill relates to call center coordinator responsibilities, because "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." A call center coordinator resume example shows how customer-service skills is used in the workplace: "entered customer demographics, address updates and other data entry information. "
Interpersonal skills. A big part of what call center coordinators do relies on "interpersonal skills." You can see how essential it is to call center coordinator responsibilities because "representatives should be able to create positive interactions with customers." Here's an example of how this skill is used from a resume that represents typical call center coordinator tasks: "displayed welcoming courtesy and strong interpersonal skills with all customer interactions. "
Listening skills. Another crucial skill for a call center coordinator to carry out their responsibilities is "listening skills." A big part of what call center coordinators relies on this skill, since "representatives must listen carefully to ensure that they understand customers in order to assist them." How this skill relates to call center coordinator duties can be seen in an example from a call center coordinator resume snippet: "provide with strong customer service skills and the ability to listen. "
Patience. Another skill commonly found on call center coordinator job descriptions is "patience." It can come up quite often in call center coordinator duties, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill fits into day-to-day call center coordinator responsibilities: "placed customer orders, offered solutions to customer issues, and handled disgruntled customers with patience in a professional manner. "
The three companies that hire the most call center coordinators are:
- InfoCision
60 call center coordinators jobs
- SYKES
8 call center coordinators jobs
- Monogram Health6 call center coordinators jobs
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Compare different call center coordinators
Call center coordinator vs. Customer relations coordinator
A customer relations coordinator oversees a company's customer service programs, ensuring clients receive optimal support and service. They conduct market research and analysis, study client feedback, organize customer loyalty incentives, coordinate customer service teams, establish programs, supervise staff performance, and solve issues and concerns when any arise. They may also communicate directly with clients to assist them by answering inquiries, solving problems and concerns, issuing refunds or product replacements, offering discounts, and promoting products or services.
While similarities exist, there are also some differences between call center coordinators and customer relations coordinator. For instance, call center coordinator responsibilities require skills such as "patients," "phone calls," "data entry," and "medical terminology." Whereas a customer relations coordinator is skilled in "customer service," "customer relations," "credit card payments," and "collection procedures." This is part of what separates the two careers.
Customer relations coordinators earn the highest salaries when working in the automotive industry, with an average yearly salary of $39,584. On the other hand, call center coordinators are paid more in the telecommunication industry with an average salary of $35,064.The education levels that customer relations coordinators earn slightly differ from call center coordinators. In particular, customer relations coordinators are 1.3% less likely to graduate with a Master's Degree than a call center coordinator. Additionally, they're 0.2% more likely to earn a Doctoral Degree.Call center coordinator vs. Information coordinator
An information coordinator is an individual who is responsible for collecting, analyzing, processing, and distributing information according to an organization's policies. With effective communication skills, information coordinators must serve as the main spokesperson for the company who deals primarily with the media and reporters. They are required to provide annual reports, company newsletters, and information so that investors can decide whether to invest in the company. Information coordinators must also maintain the security and confidentiality of the records of clients as well as other confidential information.
Each career also uses different skills, according to real call center coordinator resumes. While call center coordinator responsibilities can utilize skills like "inbound calls," "customer satisfaction," "schedule appointments," and "coordinators," information coordinators use skills like "customer service," "home health," "federal regulations," and "patient data."
Information coordinators earn a higher average salary than call center coordinators. But information coordinators earn the highest pay in the manufacturing industry, with an average salary of $53,181. Additionally, call center coordinators earn the highest salaries in the telecommunication with average pay of $35,064 annually.information coordinators earn similar levels of education than call center coordinators in general. They're 2.9% more likely to graduate with a Master's Degree and 0.2% more likely to earn a Doctoral Degree.Call center coordinator vs. Customer services coordinator
A customer service coordinator ensures that the company will have a top-level customer service. Thus, they work to maintain the positive image, brand, and prestige of the company. The customer service coordinator supervises a team of customer service representatives and makes sure that the team follows the policies and procedures of the company. The coordinator is also responsible for offering excellent customer service, handling customer complaints, conducting quality assurance surveys, and reporting their findings. Candidates must have relevant experience to relate jobs, excellent communication skills, and exemplary management skills.
The required skills of the two careers differ considerably. For example, call center coordinators are more likely to have skills like "patients," "phone calls," "medical terminology," and "patient care." But a customer services coordinator is more likely to have skills like "team-oriented environment," "work ethic," "logistics," and "customer service."
Customer services coordinators make a very good living in the finance industry with an average annual salary of $38,074. On the other hand, call center coordinators are paid the highest salary in the telecommunication industry, with average annual pay of $35,064.Most customer services coordinators achieve a similar degree level compared to call center coordinators. For example, they're 1.5% less likely to graduate with a Master's Degree, and 0.0% less likely to earn a Doctoral Degree.Call center coordinator vs. Scheduling coordinator
A scheduling coordinator is responsible for arranging the calendars and managing the appointments of a senior employee. Scheduling coordinators keep a record of meetings, reminding the key personnel as well as other participants of any schedule adjustments and cancellations. They are also responsible for booking venues for events and processing travel arrangements, following the specifications of the head personnel. A scheduling coordinator must be detail-oriented, as well as having excellent communication and organization skills to answer schedule queries and perform administrative tasks as needed.
Types of call center coordinator
Updated January 8, 2025
