We are looking for an experienced and driven Call Center Representative (Mid-Level) to oversee day-to-day customer support operations and contribute to the overall performance of the call center team. This role is ideal for someone with a background in call center environments who is ready to take on leadership responsibilities, ensure consistent service delivery, and support the administrative coordination of the team. You’ll play a key role in maintaining service quality, managing workflows, and mentoring junior agents.
Customer Support Oversight:
Monitor and support daily call center activities to ensure timely and high-quality customer service.
Handle escalated calls and assist team members in resolving complex inquiries.
Process & Workflow Management:
Assist in developing and refining standard operating procedures to improve efficiency and consistency.
Monitor team performance and identify areas for improvement in processes or service delivery.
Performance Monitoring:
Track individual and team KPIs such as call resolution time, response quality, and customer satisfaction.
Provide regular feedback and coaching to team members based on performance metrics.
Training & Mentoring:
Support onboarding of new call center agents and provide ongoing training for continuous skill development.
Act as a role model for professional communication and customer interaction.
Administrative Coordination:
Maintain accurate records of daily operations and assist in scheduling, resource allocation, and reporting.
Ensure adherence to company policies, call scripts, and compliance requirements.
Collaboration:
Work closely with supervisors, quality assurance teams, and other departments to ensure smooth communication and workflow alignment.
Contribute insights and recommendations to improve customer service strategies and tools.
Bachelor’s degree in Business Administration, Communications, or related field
3–5 years of experience in a call center or customer service environment
Familiarity with CRM systems, ticketing tools, and call center software (e.g., Zendesk, HubSpot, Salesforce)
Strong understanding of call center operations, metrics, and workflows
Excellent verbal and written communication skills
Strong organizational and problem-solving abilities
Ability to handle high-pressure situations with professionalism
Leadership mindset with a proactive approach to coaching and development
Detail-oriented and able to manage multiple administrative tasks effectively