Job Description:

Location: REMOTE

Salary: $15.00 USD Hourly - $20.00 USD Hourly

Description:

Title:
Call Center Customer Service Professional - IV

Location:
100% Remote

Duration: Long Term Contract





JOB DESCRIPTION:


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), Smartsheets, and Google Suite 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 & Experience


• Prior client experience is highly preferred (working in client call centre, call centre support, Project Management, or quality-related work)

• Client product, Optix, Optix 2 Go, CoFEE, and Verint knowledge desired

• CSSC/BSC sales experience

• Strong understanding of call centre processes

• Strong listening and written/oral communication skills

• Attention to detail

• Strong attendance is critical to success and necessary to meet objectives

• Must have the ability to work independently and in a team environment



MUST HAVE SKILLS:
Call Centre Experience 4+ years
High School degree



REQUIRED SHIFT:
The position is 8:00 am - 4:00 pm Monday through Friday.

Contact: agupta08@judge.com


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