Collabera Call Center Supervisor in Irving, Texas

Call Center Supervisor

Location:Irving, TexasUS

Posted On:6/14/2018

Job Code:TX12973

Job Description

Position Details:

Job Title : Call Center Customer Service Professional - IV

Location : Irving, TX 75038

Duration : 3+ Months (Possibility of extension, based upon performance)

Job Description:

• Client Call Analytics Team provides stakeholders strategic insight into Consumer and Mass Business broadband, video and voice services

• This team is focused on delivering insight into call drivers and volume reduction opportunities, process and training effectiveness, agent execution, customer reactions to initiatives, and pain points that can be focused on to improve the customer experience.

Responsibilities:

• Conduct call observations using an online observation system, Qfiniti (call recording system) and Nexidia (data mining system) to deliver core customer experience data, analysis and recommendations to the observation team to be communicated outward

• Complete 100% of assigned observations

• Success is measured on productivity (completing monitors) and accuracy (were the questions answered correctly)

Category:Non-IT code:new

Area Code

75038

Job Requirements

Education

• Product, CoFEE and Qfiniti knowledge desired

• CSSC/BSC sales experience

• Strong understanding of call center processes

• Strong listening and written/oral communication skills

• Attention to detail

• Strong attendance is key to success and necessary to meet objectives

• Must have ability to work independently and in team environment

Preferred Skills: