JOB DESCRIPTION

1. Conduct contact center performance analysis and create detailed action plans for performance improvement.
2. Review and resolve all incoming escalations from appropriate channels promptly.
3. Listen to (and view) customer calls, chats, and other communications; evaluate consumer data to measure agent service skills and policy adherence.
4. Provide continuous process improvement recommendations to call center leadership.
5. Contribute to training curriculum development for call center team members involved in specific projects.
6. Develop resource materials, online reference materials, process guides, and assessments to support staff development.
7. Respond to internal inquiries regarding customer call handling or service support for specific product lines.
8. Research escalated calls provided by internal leadership, customers, and clients.
9. Prepare reports and other documentation as neede...