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 cal...