Call Center Customer Service Professional - IV
: Job Details :

Remote- USARequired Shift:* The position is 8:00 am to 4:00 pm, Monday through Friday.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 center, call center 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 center 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 environmentMust Have Skills:* Call Center Experience 4 plus years* High School degreePay Range: $20 - $24The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.