**What's The Role**

The **Contact Center Agent** is a **contracted position in Nassau** that ensures that all **BTC** inbound and outbound interactions meet high standards of quality, efficiency, and compliance. This role drives operational excellence by monitoring performance, coaching agents, and implementing best practices. The Team Lead collaborates across departments to resolve issues, improve processes, and enhance overall customer satisfaction.

**What You'll Do**

**Customer Interaction & Service Delivery**

+ Handle inbound and outbound calls, chats, and emails professionally and efficiently.
+ Accurately identify customer needs and provide timely, effective resolutions.
+ Ensure proper call handling techniques including greeting, verification, issue resolution, and closure.
+ Deliver a positive customer experience in every interactions

**Performance Management**

+ Consistently meet or exceed all assigned KPIs.<...