Senior Contact Center Agent

1 week ago


Salt Lake City, United States TechOp Solutions International Full time

TechOp Solutions is seeking contact center leaders with excellent communication skills, supervisory experience, and a drive to bring excellence to their operating environment.

Strong candidates will be curious, efficient practitioners who are motivated to succeed in a fast-paced environment and comfortable working both with an agent team and with a Government client.

NOTE: This is a remote position; however, you must reside within 50 miles of zip code 84148

Duties:

  • Participate in efforts to improve overall performance
  • Supervise and manage overall contact center operations:
  • Workforce Management and schedule management
  • Quality assurance
  • Performance management
  • Reinforce training and coaching contact center agents
  • Direct customer support, when needed
  • Engage with client and respond to Government requests
  • Other duties, as assigned
Requirements
  • Minimum of 3 years of experience as a contact center agent or in a higher role
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and conflict resolution abilities
  • Proficiency in CRM software and other contact center technologies
  • Experience in workforce management software
  • Ability to provide effective training and coaching to new agents
  • Capability to manage high-stress situations and de-escalate aggravated callers


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