Job description
The Contact Center Operations Senior Agent III is an advanced Contact Center Customer Support position. The specialist is tasked with supporting agents either on the client side or vendor (Seller Support) side.
This position requires the specialist to answer Contact Center agent questions and resolve issues in real time, while the customer is on hold. The Operations Sr agent is a key component to helping both agents and the center operate accurately and efficiently.
The duties include but are not limited to:
- Position supports TN agents servicing customers in real time via chat.
- High paced atmosphere looking for the ability to answer agent questions accurately and quickly.
- Partner with agents to reduce overall handle time and abandon rate. Core responsibility is first contact resolution.
- Manage volume of work sent to the vendor process.
- Ability to problem solve independently while also understanding the proper escalations channels.
- Understand the question behind the question when agents reach out with issues.
- Excellent and demonstrated understanding of either client or vendor processes
- Willingness to be a key player in the long-term growth of both agents and process improvement
- Experienced in de-escalation: making sound judgement calls and demonstrating strong business acumen
- Demonstrate superior patience and professionalism with all engagements
- Excellent knowledge of account managers and troubleshooting transfer issues
- Excellent pattern recondition. The ability to identify question trends and alert training and management.
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