Call Center Representative

• 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.

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