Job Description
Job Responsibilities
- Performs call monitoring and provides trend data, quality reports, and feedback to agents and line manager
- Reviews email responses and provides trend data, quality reports, and feedback to agents and line manager
- Participates in the design of call/email monitoring formats and quality standards.
- Participates in Member listening programs to identify customer needs and expectations.
- Facilitates call training and calibration sessions for call center staff.
- Perform other duties as assigned.
Occupational Experience & Requirements
- 2-3 years of Call Center Experience.
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Focus on quality and customer service.
- Exceptional listening, comprehension, and analytical skills.
- Solid time management skills.
- Creative ability & writing proficiency.
- Ability to multitask and successfully operate in a fast-paced, team environment.
- Must adapt well to change and successfully set and adjust priorities as needed.
- Must be proficient with Microsoft Office (intermediate Word and PowerPoint, basic Excel).
Knowledge, Skills & Attributes
- Excellent listening, verbal, written, and interpersonal communication skills
- Keen attention to detail
- Good judgment and decision-making capabilities
- An effective time manager who can perform in a fast-paced, deadline-oriented environment
- Knowledge of Microsoft Office Suite Products
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