Overview
We are seeking a motivated and experienced Call Center Operator to join our dynamic customer service team. As a Call Center Operator, you will be responsible for overseeing day-to-day operations, be part of a team of customer service representatives, and ensure the delivery of exceptional service to our customers. The ideal candidate will have a strong background in call center operations, excellent communication skills, and a commitment to achieving high levels of customer satisfaction.
Call Center Operations:
- Respond to all service requests via, ticket, phone, email, ping, or other forms of communication.
- Proactively update tickets within multiple ticketing systems.
- Manage call queues, tickets, emails, and manage scheduling to meet service level agreements.
Performance Management:
- Adhere to performance expectations, key performance indicators (KPIs), and Service Level Agreements (SLAs)
Quality Assurance
- Adhere to quality assurance processes to ensure consistent and high-quality customer interactions.
- Participate in regular audits of calls and provide constructive feedback.
Customer Satisfaction:
- Monitor customer satisfaction metrics and suggest strategies to improve customer experience.
- Address escalated customer issues promptly and effectively.
Reporting and Analysis:
- Generate and analyze call center performance reports, identifying trends, areas for improvement, and opportunities for efficiency.
- Provide regular updates to management on team performance and key metrics.
Teamwork:
- Foster a positive and collaborative team environment focused on achieving performance goals and delivering outstanding customer service.
Qualifications:
- High school diploma required; bachelor’s degree preferred.
- 3+ years of experience in call center operations, with at least 1-2 years in a leadership role.
- Proven track record of achieving and exceeding performance targets.
- Strong communication and interpersonal skills.
- Familiarity with call center technology and software.
Schedule: Tuesday – Saturday 11:00pm – 8:00am
Fully remote can be based anywhere in the US.
Pay: $25.00/Hour
The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant’s experience, skills, abilities, geographic location, and alignment with market data.
Benefit Information:
ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2024 Employee Benefits | Staff and Management Team Members (https://www.abm.com/wp-content/uploads/2023/11/2024-Recruitment-Staff-Mgmt-11.6.23.pdf) .
REQNUMBER: 91901
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.