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 233667

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.