Service Desk Representative – Call Center
Genesis Call Center, LLC
Program Performance Specialist
Working Solutions
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, Florida, Iowa, Missouri, New York, North Carolina, Ohio, Tennessee, Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Complete research and/or training necessary to thoroughly understand the client’s business and project requirements, with detailed understanding of performance metrics and expectations.
- Assist Development Manager with developing tactics and action plans to improve metrics results based on the voice of the customer.
- Analyze trends and identify deviations/exceptions in customers’ patterns.
- Investigate root causes and recommend solutions to improve group and individual agent metrics.
- Recommend ways to improve processes, internal tools, documentation, and technology to improve workflow.
- Review top complaint issues and process improvement recommendations with Quality Manager and identify and implement mitigation efforts.
- Participate in weekly performance meetings with the client and bi-weekly across all partners.
- Report, summarize, and present customer feedback efficiently and under tight deadlines.
- Identify process with Development Manager to compare metrics and QA evaluation scores to look for trends and opportunities.
- Continually work to ensure that Working Solutions clients are receiving superior metric results and that all metrics are being met or exceeded.
- Provide daily, weekly, monthly metric resolution updates for the agents and Development team.
- Provide results reporting to Working Solutions and as requested.
Requirements
- Must be a US citizen or permanent resident to be considered for full-time employment
- Previous experience in interpreting and analyzing data, reports, processes, trends and situations and recommending solutions.
- Previous experience communicating trends / insights using both verbal and graphical representation.
- Organizational skills, ability to multi-task and work independently.
- Excellent computer skills and experience with the Internet and email.
- Strong customer focus, sense of urgency, problem solving and decision-making skills.
- Strong process management abilities, with ability to strategize and problem-solve throughout.
- Superior math and analytical aptitude, with a strong working knowledge of Microsoft Office. Proven experience with reporting and data analysis.
- High level of independent judgment and initiative, with well-developed sense of ownership, urgency, and customer focus.
- Ability to identify needs, prioritize, multi-task, adapt to changing priorities, and deliver on requests with limited supervision in a fast-paced environment.
- Strong oral and written communication skills with the ability to effectively convey thoughts and critical information to senior leaders, peers and direct reports in a clear, logical manner.
- Ability to accomplish both client and company goals, handling multiple personalities and demands.
- Ability to use a keyboard and sit at a computer for a large portion of the work period.
- Availability for up to 10% travel if needed and ability to work regular business hours as well as occasional variable hours, including evening and weekend hours as necessary.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Work From Home
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisreportingperformance metricsprocess improvementroot cause analysisMicrosoft Officeanalytical aptitudegraphical representationmetric resolutionquality assurance
Soft skills
organizational skillsmulti-taskingproblem solvingdecision-makingcustomer focuscommunication skillsindependent judgmentinitiativeadaptabilityownership
