Be knowledgeable of all our client service offerings, proficiency with the 8x8 Customer Information Management system and dialer procedures would be desired.
Monitor call center inbound and outbound calls, score and coach call center Agents.
Utilize QC Card to score and coach agents according to call compliance, accuracy of information provided on calls, use of call script, and order entry procedures.
Provide feedback from a position of support and success for the agents.
Report scoring metrics and action plans to the Call Center Quality Assurance Supervisor.
Participate in analysis of call flow and procedures to improve efficiency and quality of our customers experience.
Respond to and create written communication in a professional clear and concise manner. Become the specialist and remain knowledgeable about our client services, systems, and dialer.
Take action to pull and review specific escalated customer calls. Provide a scored summary to the Call Center Quality Assurance Supervisor of the call. Followed by a coaching session if needed for the agent.
Job Type: Full-time
Pay: $20.75 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
Schedule:
- 12 hour shift
- Every weekend
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- Atlanta, GA 30303: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Call center: 3 years (Preferred)
Work Location: In person
