Call Center Queue Coordinator

Company Intro At American Vision Partners (AVP) , we partner with the most respected ophthalmology practices in the country and integrate best-in-class management systems, operational infrastructure, and advanced technology to provide the highest quality patient care possible. Our practices include Barnet Dulaney Perkins Eye Center, Southwestern Eye Center, Retinal Consultants of Arizona, M&M Eye Institute, Abrams Eye Institute, Southwest Eye Institute, Aiello Eye Institute, Moretsky Cassidy Vision Correction, Wellish Vision Institute, West Texas Eye Associates and Vantage Eye Center. We are focused on building the nation's largest and most comprehensive eye care practices and currently operate more than 120 eye care centers in Arizona, New Mexico, Nevada, California and Texas - including 25 ambulatory surgical centers.

At AVP we value teamwork, providing exceptional experiences, continuous improvement, financial strength, and hard work. We are committed to providing best-in-class patient care, pioneering research and technology, and most importantly, rewarding and recognizing our employees! Overview The Call Center Queue Coordinator is responsible for monitoring real-time call center activity and ensuring optimal staffing levels across all call queues. This role leverages Brightmetrics and other workforce management tools to analyze call volume, queue performance, and hold times, making real-time staffing adjustments to support business needs. The Coordinator partners closely with leadership to stay informed of call-outs, special projects, and other factors impacting agent availability, while ensuring service level objectives are consistently met. Responsibilities Monitor real-time call center performance using Brightmetrics, including call volume, queue levels, hold times, and agent status Make real-time staffing adjustments by reallocating agents across queues based on training, skill set, and business demand, including activating auxiliary or spot coverage as needed Ensure appropriate staffing coverage across all queues to meet established service level goals Communicate proactively with leadership regarding call-outs, schedule adherence concerns, and immediate staffing needs Coordinate with leadership on meetings, trainings, projects, and other activities requiring agents to be placed in non-call statuses Support workforce planning initiatives as needed, including schedule modifications and backfill coordination Collaborate effectively with cross-functional partners while independently managingreal-time call volume operations Other duties as assigned Qualifications Strong computer proficiency with the ability to quickly learn workforce management systems Experience using Brightmetrics or similar call reporting and workforce management tools Effective verbal and written communication skills Strong analytical, problem-solving, and decision-making abilities Ability to multitask and respond quickly in a fast-paced environment Comfortable working both independently and collaboratively within a team High attention to detail with strong organizational skills Ability to maintain professionalism and confidentiality Prior call center or workforce management experience preferred Working knowledge of call center metrics, including service level, occupancy, and adherence strongly preferred Experience supporting leadership teams with operational decision-making preferred Benefits & Perks Your health, happiness and your future matters! At AVP, we offer everything from medical and dental insurance, significant eye care discounts, child care assistance, pet insurance, continuing education funds, 401(k), paid holidays, PTO, Sick Time, opportunity for growth, and much more!