OverviewWe 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 satisfactionCall 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: Sunday - Wednesday 11:00pm - 8:00amPay: $25.00/HourThe 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: 95172All 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.
