The Internal Operations Coordinator leads by example, monitors call activities, assists in training, and manages escalations and communications with supervisors.
Shift days & hours: Sunday, Monday, Tuesday, Friday & Saturday (off Wednesday & Thursday)
The responsibilities, tasks, and duties of the jobholder might differ from those outlined in this job description and other duties may be assigned as part of the job.
- Leads by example. Has a high sense of integrity. Acts in a consistent manner and is always conscious of his/her impact on others.
- Document any escalation and report any unresolved problems to the Call Center Supervisor and, or Field Supervisor
- Notifying area managers of any issues that have surfaced due to tech error/dispatcher error or complaint from a facility.
- Taking client calls and handling account issues when applicable.
- Continuously observes queue activity to ensure all available agents are signed in and ready to take a call.
- Assists in conducting monitoring, coaching and development sessions providing both positive and constructive feedback.
- Monitors agents and provide training when appropriate.
- Monitors the CarrolltonSupervisorDesk email account.
- Sends updated Attendance notifications to the leadership team.
- Monitors the On-Call Supervisor phone as needed.
- Maintains discipline and order in the work environment.
- Solicits other departments for assistance with incoming calls when volume or hold times are high.
Qualifications Skills Preferred Medical Terminology Some Knowledge Communication Skills Intermediate Behaviors Preferred Functional Expert: Considered a thought leader on a subject Enthusiastic: Shows intense and eager enjoyment and interest Leader: Inspires teammates to follow them Team Player: Works well as a member of a group Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Education Required High School or better. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
