Operations coordinator market value (salary)

[CNC1]

Hello all, new user here and I have a question that is a bit long winded but would appreciate your feedback. I'm interested in US based salaries.

I would like to know what type of salary range others in a similar position to myself receive. I have been in my current job 1.5 years and a total with the company of 6 years. We are 24/7/365 job and we use 12 coordinators to cover shifts. My company currently employees over 50,000 people worldwide and my area was noted as one of the top 5 critical areas in the company.

We have annual pay reviews to align us with other companies salary wise however a few years ago we were overlooked and this is where the problem began. A job below mine, which is where I progressed from, received an adjustment in salary just before I left. Right after I left we switched from Aspect to Avaya and quite a few job duties were taken away from the job below us and added to our duties. Both jobs make the same amount of money however. I also know for a fact of a job at another company with the only job function is to monitor trunks. That is about 1/10th of our job here yet they make 3 times as much as we do. I have seen several other related jobs posted that make quite a bit more than us. This is for an airline and granted we have taken a few paycuts I feel we were under-paid even before our downward turn.

Below I will post our job description. For the following job I make less than $30,000 a year.

Monitor, analyze, and manage call routing, trunk, and skill performance for reservation sales, air logistics, and our off shore vendor call centers. Ensure minimal answering time based on staffing and levels of traffic. Forcast overtime and PTO for all of our worlwide call centers based on both historical and real time call analysis.

Monitor and test Voice Response Units to assure maximum utilization. Trouble-shoot problems with the voice portals, Symon Vista, Brio Reports, on hold music, local and toll free numbers. Research issues with data equipment and voice line problems then communicate necessary information to field offices and vendors for problem resolution.

Verify trunk utilization, the quality of phone lines, record system announcements, and analyze the need for additional voice lines. Accept and process daily requests for additions, modifications, or deletions to the Avaya database for 17 call centers encompassing 8000 agents worldwide. Schedule and communicate suite updates for RES Sales. Provide as well as review documentation for new technology requests for RES Sales and Learning Services prior to sending to Technology.

Prepare reports from Global Crossing uCommand, Sprint In Touch, Brio, Avaya Call Management System Supervisor, and Kana for all levels of management. Quantititatively evaluate action plans based on call center reporting/analysis in order to enhance operational efficiencies. Record pertinent information regarding the daily operation of reservation and air logistics call centers to be reviewed by all levels of management.

Perform operational analysis and management of call traffic information to guide teams to optimize cost and quality to passengers. Responsible for observing and reporting on the Kana email volume while balancing the number of agents working email and answering online reservations related questions to provide the best customer service and email turnaround time possible.

Create and maintain daily, weekly, and monthly telecommunications minutes reports that calculate the amount of money spent on inbound calls worldwide, and separate the cost by individual long distance carrier. This report is used by the General Manager of Call Center Operations as well as the finance department, who uses the report to project line usage so that we can accrue the correct amount of money into our operating plan on a monthly basis.

Manage auto restore queues generated by the Customer Notification System to ensure our passengers are notified of any changes made to their flight schedule. Responsible for closing call centers worldwide during emergency situations, seamlessly rerouting their calls to available call centers, maintaining and updating their disaster hotlines, and acting as their point of contact while they are under threat. We are the point of contact for all reservations offices and management during emergency drills.

[jp2time]

It depends on two key things. The market you are in may dictate how much the company is willing to pay for that position. Also, you mention that you have been with the company several years. I've noticed that someone growing with the company will not usually make as much as someone coming in from the outside.

I've employed people in similar roles in LA, Atlanta and Miami and they have all averaged about $40,000. If they had the title of Manager then it might of been closer to $60,000.