Briljent

Call Center Representative

• Provide daily supervision, guidance, and support to Call Center Representatives.
• Monitor attendance, schedule adherence, productivity, call quality, and customer service performance.
• Coach employees and provide timely, constructive feedback to improve performance.
• Assist representatives with complex questions and handle escalated customer concerns when necessary.
• Ensure the team provides customers with accurate, consistent, and professional service.
• Monitor customer interactions and documentation for accuracy and compliance with established standards.
• Coordinate daily work assignments and help maintain adequate coverage during periods of changing call volume.
• Support new-hire training, ongoing coaching, and communication of procedural updates.
• Reinforce confidentiality requirements and the proper handling of sensitive customer information.
• Track team performance and prepare operational updates or reports for leadership.
• Identify recurring customer issues, training needs, and opportunities to improve processes.
• Collaborate with leadership to resolve operational concerns and support established goals.
• Maintain a positive, accountable, and customer-focused remote work environment.
• Perform additional job-related duties as assigned.

Call Center Supervisor

• Respond to inbound calls and other customer inquiries professionally and promptly.
• Provide accurate information regarding program services, application procedures, documentation requirements, and general guidelines.
• Assist customers with navigating program processes and understanding their next steps.
• Review available account or application information and provide appropriate status updates.
• Accurately document customer interactions, questions, and resolutions in designated systems.
• Follow approved scripts, procedures, escalation protocols, and quality standards.
• Identify questions or issues requiring additional assistance and escalate them appropriately.
• Maintain confidentiality and protect customers’ personal and sensitive information.
• Meet established expectations for attendance, call quality, productivity, documentation, and customer service.
• Participate in required training, coaching sessions, team meetings, and program updates.
• Adapt to changes in call volume, program procedures, and seasonal staffing needs.
• Perform additional job-related duties as assigned.