We are seeking a highly skilled and results-driven Call Center Representative (Expert Level) to lead complex support initiatives, optimize call center operations, and drive customer service excellence. This role is ideal for a seasoned call center professional who brings deep knowledge of customer service strategies, performance metrics, and process improvement. You’ll serve as a subject-matter expert, support cross-functional collaboration, and help elevate service quality through best practices and innovation.
Advanced Customer Support:
Handle complex or escalated customer interactions with professionalism and empathy.
Serve as a go-to expert for resolving challenging service cases and mentoring junior agents.
Process Optimization:
Analyze workflows, scripts, and support procedures to identify inefficiencies and propose improvements.
Collaborate with supervisors and QA teams to implement service enhancements.
Performance Monitoring & Reporting:
Monitor key metrics (e.g., first-call resolution, CSAT, call handling time) and provide insights to improve team performance.
Assist in creating reports and dashboards for leadership and operational reviews.
Training & Knowledge Sharing:
Support ongoing training initiatives and share expert knowledge with peers and new hires.
Develop resources, documentation, or FAQs to improve knowledge management and consistency.
Technology Utilization:
Leverage CRM systems, ticketing tools, and analytics platforms to manage customer interactions efficiently.
Provide feedback on technology use and support system upgrades or tool implementations.
Quality & Compliance:
Ensure all communications align with company policies, tone, and regulatory standards.
Help uphold and improve quality assurance protocols within the call center.
Bachelor’s degree in Business Administration, Communications, or related field
5–7 years of experience in call center or customer support roles, with demonstrated leadership or coaching responsibilities
In-depth knowledge of CRM tools (e.g., Salesforce, Zendesk), call routing systems, and performance analytics
Experience with service improvement projects and training initiatives
Expert-level problem-solving and decision-making abilities
Strong communication and interpersonal skills
High attention to detail with a focus on customer satisfaction and quality
Ability to lead by example and influence team performance
Analytical mindset with experience using data to drive improvements