Job Description
RESPONSIBILITIES
- Answer customer calls as needed per the call volume when directed by supervisor or Workforce.
- Act as subject matter expert and support agents by answering questions within a 2-minute turnaround time. If resolution exceeds 2-minutes, check-in with the agent to assure the request is in progress.
- In addition to providing answers, if applicable, guide the agent to resources or materials where the answer is available
- Provide feedback to Team Leads and Supervisors on frequently asked questions to assist in identifying potential training gaps or coaching opportunities.
- Mentor agents on de-escalation techniques. Listen to calls live and provide viable solutions and techniques to reduce Supervisor escalations.
- Proactively recognize and report call drivers to Supervisors (call reasons that come in frequently or in large quantities).
- During the nesting period, coach and lead new agents, l...