Applicant Services Coordinator / Supervisor

At Fieldprint, we’re more than a leader in identity management services — we’re a team driven by purpose, innovation, and a commitment to making a difference.  We provide a full range of secure, efficient services including Livescan fingerprinting, fingerprint enrollment, Form I-9 Section 2 completion, badge photography and processing, and fitness determinations for a wide range of clients — from corporations and non-profits to federal, state, tribal, and local government agencies.

As a pioneer in the industry, we’ve built a reputation for developing advanced technology that delivers fast, accurate results. But what truly sets us apart is our people.  Fieldprint is powered by a diverse team of thoughtful, dedicated professionals who bring kindness, collaboration, and passion to everything we do. If you're looking to grow your career in a mission-driven environment where your contributions matter, we’d love to meet you.

The Applicant Services Coordinator is primarily responsible for helping with oversight of the day-to-day operations of our Applicant Services (call center) team. This role requires a unique combination of leadership, professionalism, strategic thinking, and accountability.

In this role, the ASC will supervise a team of call center representatives and ensure they meet or exceed the established service levels. The ASC will be directly responsible for providing guidance, performing regular performance observations, and addressing any concerns or issues promptly and professionally.

The ASC will organize and direct call center representatives in assessing work and providing constructive feedback to maximize performance.  Providing guidance and mentorship through proven leadership skills, the ASC will foster a culture of growth and development, creating a team of highly productive and customer-oriented agents.

The ideal candidate will not only enforce policies and procedures but also inspire their team to excel in their roles. They will be expected to foster a positive and productive work environment, promoting teamwork and collaboration.

This is an in-office position out of Warminster, PA.  We are currently seeking a coordinator for the following schedule: Monday - Friday 8:00 AM – 4:00 PM with rotating Saturday Coverage: Thursdays off when covering a Saturday.  The rate of pay for this position is $19.50/hour plus $1.80/hour ($21.30 total/hour) for those with a standard schedule that includes a Saturday. 

Supervision and staff development:

• Helps to oversee and monitor a team of call center agents
• Motivates and supports agents through regular feedback and communication
• Assists in the regular maintenance of individual and team performance goals
• Promptly answers questions from staff and provides guidance and feedback
• Handles escalations as needed
• Provides development and disciplinary coaching as needed that could include the need to prepare and issue disciplinary actions
• Monitor and record attendance and timecard activity
• Ensure agents are adhering to department and company policy and procedures
• Agent mentoring and developing which fosters and environment of development and improvement
• Daily queue monitoring and ensure agents are in proper phone states

Strategy/Reporting:

• Improve quality of results by recommending changes
• Assists in maintaining department service levels by measuring and coaching on agent KPIs such as inbound calls, AHT, adherence to schedule, call productivity, etc.
• Assists in the preparation of daily/monthly/annual results and performance reports
• Provide product/service information by answering questions and offering assistance
• Fulfilling and preparing ad-hoc reporting requests using department available tools such as Finesse and CUIC
• Call auditing and providing coaching and feedback
• Assisting the department manager in fostering an efficient and effective call center operation
• Daily queue monitoring and ensure agents are in proper phone states

Production:

• Prepare to take incoming phone calls in times of need, i.e., excessive call queues, staff shortages caused by weather related incidents
• Assist with Hiring and Onboarding functions as needed, up to and including conducting interviews for open call center representative positions

• Exceptional customer service skills
• Strong time management & organizational skills.
• Proficiency in M.S. Office Suite including Outlook, Word, and Excel.
• Tech savvy with knowledge of relevant computer programs and telephone equipment
• Ability to remain calm and respectful under pressure
• Strong verbal and written communication skills
• Strong interpersonal, rapport building and people skills
• Organized with attention to details
• Good negotiation and problem-solving skills

The candidate we are seeking will have at minimum a high school diploma or equivalent. College degree preferred.

Fieldprint offers a comprehensive suite of benefits, an environmentally friendly workplace and flexible scheduling to assist employees in managing their lives outside of work.

• Medical, dental and vision coverage with spouse/family coverage options
• 401K plan with generous company match
• Flexible spending accounts
• Voluntary insurance coverage plans (life, disability, etc.)
• Paid lunch breaks
• Paid time off
• Paid holidays
• Paid training program/ Internal employee development
• Overtime options available
• Casual dress code
• Flexible work schedules
• RushBus scheduled service from Septa Bus Route 22 and Regional Rail
• Employee referral bonus program
• Discounts through partnerships & neighborhood business programs

All candidates are subject to a drug test and a background screening.

Fieldprint is an equal opportunity employer. Qualified candidates will be considered in a non-discriminatory manner without regard to legally protected characteristics.