Description
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 25405
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
