Senior Contact Center Agent (Remote)

TechOp Solutions is seeking contact center leaders with excellent communication skills, supervisory experience, and a drive to bring excellence to their operating environment.  

Strong candidates will be curious, efficient practitioners who are motivated to succeed in a fast-paced environment and comfortable working both with an agent team and with a Government client.

NOTE: This is a remote position; however, you must reside within 50 miles of zip code 84148

Duties:  

• Participate in efforts to improve overall performance 
• Supervise and manage overall contact center operations: 

• Workforce Management and schedule management 
• Quality assurance 
• Performance management 
• Reinforce training and coaching contact center agents 
• Direct customer support, when needed 

• Engage with client and respond to Government requests 
• Other duties, as assigned 

Requirements

• Minimum of 3 years of experience as a contact center agent or in a higher role
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities
• Proficiency in CRM software and other contact center technologies
• Experience in workforce management software
• Ability to provide effective training and coaching to new agents
• Capability to manage high-stress situations and de-escalate aggravated callers