RESPONSIBILITIES

Answer customer calls as needed per the call volume when directed by supervisor or Workforce.
Act as subject matter expert and support agents by answering questions within a 2-minute turnaround time. If resolution exceeds 2-minutes, check-in with the agent to assure the request is in progress.
In addition to providing answers, if applicable, guide the agent to resources or materials where the answer is available
Provide feedback to Team Leads and Supervisors on frequently asked questions to assist in identifying potential training gaps or coaching opportunities.
Mentor agents on de-escalation techniques. Listen to calls live and provide viable solutions and techniques to reduce Supervisor escalations.
Proactively recognize and report call drivers to Supervisors (call reasons that come in frequently or in large quantities).
During the nesting period, coach and lead new agents, listen to calls through Live Listening, establish expectations in j...