Openforce

Call Center Representative

• Support team members in onboarding Independent Contractors (ICs) and addressing their inquiries including escalated matters and resolving complaints; proactively identifying Client and IC needs and/or concerns.
• Research to find solutions and remove roadblocks using available resources.
• Handle Client inquiries by phone, email, chat, and other electronic means.
• Ensure all projects are progressing and maintain the established timeline; communicating progress and/or roadblocks as needed.
• Review performance of team members ensuring quality standards and metrics are achieved; coaching and mentoring for improvement as needed.
• Maintain regularly scheduled 1:1 meetings with team members and team meetings; preparing and executing professionally and efficiently.
• Build and maintain a resource library of project and standard operating procedure templates; contributing to internal process improvement for the Customer Experience department and across the organization, assisting cross-functionally as needed.
• Identify and provide ongoing training and development to team members; manage New Hire training and development.

Contact Center Team Lead