Workflow Coordinator

Job Title: Workflow Coordinator

Location: Mumbai, India

Responsibilities and Duties:

• Maintain organizational and client confidentiality
• Coordination of jobs between Associates, Shift Supervisor and the Client
• Directly and actively supervise and assist on-duty operators to ensure consistent quality and satisfactory fulfilment of workflow requirements, including deadlines
• Keep abreast with issues / concerns on the shift and keep the manager posted
• Responsible for prompt response, timely follow up to consultants
• Approachable and open to working with staff to resolve problems at any level
• Help coordinate day-to-day operations as well as manage the broader needs of clients
• Retrieve, store and dispose of customer files and data per defined procedures
• Assist manager in coordinating training / ghosting for new team, address technology issues, capacity management
• Assist manager in managing production start-ups, hang-ups and changeovers and IT/Networking problems
• Ensure accurate record keeping, time tracking and reporting for the shift
• Assist manager in coordinating and providing timesheets for temp staff
• Operate within the agreed Standard Operating Procedures
• Follow proper document management systems

Required Skills/Abilities:

• Positive attitude
• Strong time management and organizational skills
• Able to work independently when necessary to resolve problems
• Attention on detail and consistency to meet clients quality control requirements
• Friendly, non-hierarchical and empathic with colleagues and staff
• Strong Coordination skills •
• Ability to work under pressure
• Comfortable interacting with clients in person, email and telephone
• Strong verbal and written English communication skills
• Good presentation skills
• Ability to adapt any process changes
• Adhere to client leave policy and business etiquette

Education and Experience:

• Graduate or equivalent preferred
• 3-6 years of relevant experience preferable if worked in Customer Service role earlier
• Advanced and strategic thinking skills, should have exceptional written (email/Chat) and verbal communication

Shift Timing: Should be comfortable working in rotational shifts (including weekend shifts)