Call Center Customer Service Professional - IV

Call Center Customer Service Professional- IV

Client’s Sales Operations Team provides stakeholders strategic insight into Mass Business broadband, video, and voice services. This team is focused on delivering insight into call drivers and volume reduction opportunities, process and training effectiveness, agent execution, customer reactions to initiatives, and pain points that can be focused on to improve the customer experience.

Responsibilities:

• Conduct call observations using an online observation system, Verint (call recording system), and Nexidia (data mining system) to deliver core customer experience data, analysis, and recommendations to the observation team to be communicated outward
• Complete 100% of assigned observations
• Success is measured on productivity (completing monitors) and accuracy (were the questions answered correctly)

Required Skills and Experience:

• Prior client experience is highly preferred (working in client call center, call-center support, PM, or quality-related work)
• Client product, B360, ACSS, Live People, and Qfiniti/Verint knowledge desired
• Proficient in Google Suite, and Microsoft Suite (Excel, Powerpoint, etc)
• Wireless Inside sale/ VBG sales experience
• Strong understanding of call center processes
• Strong listening and written/oral communication skills
• Strong analytical skills to uncover trends, opportunities and learning gaps
• Attention to detail
• Strong attendance is key to success and necessary to meet objectives
• Must have the ability to work independently and in a team environment

Must Have Skills:

• Call Center Experience 4 plus years
• High School degree
• Must be bilingual (Spanish- English)

Required Shift:

• The position is 8:30 am to 4:30 pm, Monday through Friday.

Note:

• Suppliers, there is only 1 position to fill here. The 3 other positions were Pre ID and we need your help to fill the 4th role.
• Work from home position