NexRep, LLC

General

• Present and convey information from NexRep’s clients to the independent contractors in a live virtual environment.
• Co-facilitate certification groups.
• Complete daily roll-ups to Operations on the progress of the class.
• Consistently collaborate with campaign managers on content to ensure that client’s policies and procedures are up to date.
• Create and update content to be used in Certification.
• Get feedback from independent contractors to identify trends.
• Host refreshers to keep independent contractors up to date on client’s policies, products, procedures, etc.
• Implement and evaluate existing techniques used for certifying independent contractors.
• Meet with contractors 1 x 1 when they are behind on certification content.
• Help new contractors in their first 1-2 weeks of service after completing certification.

Certification Specialist

Analyst

• Responsible for monitoring and reporting schedule adherence in real-time using scheduling and time-tracking software and ACD real-time displays
• Work closely with Operations, identifying non-adherent agents to redirect them
• Monitor agent work behaviors in real-time
• Watch statistics across various KPIs (staffing, service levels, etc.)
• Provide feedback to the Workforce Management team (WFM) and Operations
• Change agent skill associations or provide historical reporting as needed

Temporary Real Time Analyst

Quality Specialist

• Analyze calls, emails, social media posts, and/or SMS contacts of NexRep’s independent contractors
• Identify trends and work with certification and operations teams
• Monitor agents in real time or after the fact
• Review contacts for customer satisfaction
• Provide recommendations for client’s quality scorecard
• Participate in calibration sessions with NexRep's client
• Provide feedback to NexRep certification and operations team
• Review customer satisfaction data to identify trends
• Facilitate town hall sessions for independent contractors

• Provide real time chat support to contractors while they service
• Host one on one sessions with contractors to increase performance and knowledge of the client’s account
• Review performance data and provide recommendations to the Operations Manage to meet client goals
• Keep all client resources up to date
• Communicate changes from the client to contractors
• Host group sessions with contractors
• Send and reply to messages from contractors
• Review customer satisfaction data to identify trends for NexRep’s clients
• Provide detail scoring information to independent contractors

Resource Specialist

Temporary Certification Specialist

• Monitor and report schedule adherence in real-time using scheduling and time-tracking software and ACD real-time displays
• Identify non-adherent agents so that they can be redirected back to the appropriate contact channel
• Monitor agent work behaviors in real-time, identifying and addressing events such as contact handle times or after-contact times that exceed defined thresholds
• Watch statistics across various KPIs (staffing, service levels, etc.) to ensure contractual obligations are met
• Provide feedback to the Workforce Management team (WFM) and Operations
• Change agent skill associations or provide historical reporting as needed

Administrative Assistant

• The Administrative Support Specialist provides operational and administrative support for agent lifecycle management, reporting, and technical assistance
• This position serves as a key liaison between multiple departments to ensure agents are properly onboarded, credentialed, supported, and maintained throughout their engagement with the organization
• Provisions and credentials new agents by completing onboarding requirements, system access requests, and account setup activities
• Offboards agents by removing system access, updating records, and ensuring completion of all separation processes
• Assists agents with technical support needs, including login issues, account access concerns, and basic troubleshooting
• Maintains accurate agent rosters and workforce records across multiple systems
• Generates, updates, and distributes reports to support operational and business needs
• Tracks and monitors training and course completion requirements and follows up as necessary to ensure compliance
• Communicates effectively with client, leadership, and internal departments to resolve issues and provide timely updates
• Coordinates with cross-functional teams to ensure seamless onboarding, support, and offboarding processes
• Maintains confidentiality of sensitive information and adheres to company policies and procedures