We are seeking a motivated and experienced Call Center Operator to join our dynamic customer service team. As a Call Center Operator, you will be responsible for overseeing day-to-day operations, be part of a team of customer service representatives, and ensure the delivery of exceptional service to our customers. The ideal candidate will have a strong background in call center operations, excellent communication skills, and a commitment to achieving high levels of customer satisfaction

 

Call Center Operations:

Respond to all service requests via, ticket, phone, email, ping, or other forms of communication. Proactively update tickets within multiple ticketing systems. Manage call queues, tickets, emails, and manage scheduling to meet service level agreements.

Performance Management:

Adhere to performance expectations, key performance indicators (KPIs), and Service Level Agreements (SLAs)

Quality Assurance

Adhere to quality assurance processes to ensure consistent and high-quality customer interactions. Participate in regular audits of calls and provide constructive feedback.

Customer Satisfaction:

Monitor customer satisfaction metrics and suggest strategies to improve customer experience. Address escalated customer issues promptly and effectively.

Reporting and Analysis:

Generate and analyze call center performance reports, identifying trends, areas for improvement, and opportunities for efficiency. Provide regular updates to management on team performance and key metrics.

Teamwork:

Foster a positive and collaborative team environment focused on achieving performance goals and delivering outstanding customer service.

Qualifications:

High school diploma required; bachelor's degree preferred. 3+ years of experience in call center operations, with at least 1-2 years in a leadership role. Proven track record of achieving and exceeding performance targets. Strong communication and interpersonal skills. Familiarity with call center technology and software.
  A good job for someone just entering the workforce or returning to the workforce with limited experience and education. ABM is a military and veteran friendly employer, veterans and candidates with military experience encouraged to apply. Military Occupational Specialty Code: 36B, 42A, LS, PS, YN, 3432, 0111, 6F0X1