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Call Center Customer Service Professional

Ampcus, Inc
United States, Florida, Lake Mary
Nov 18, 2024

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Call Center Customer Service Professional

Location(s): Lake Mary, FL

Job Summary:

Telecommunication's Sales Operations Team provides stakeholders strategic insight into Mass Business broadband, video and voice services. This team is focused on delivering insight into call drivers and volume reduction opportunities, process and training effectiveness, agent execution, customer reactions to initiatives, and pain points that can be focused on to improve the customer experience.

Responsibilities:


  • Conduct call observations using an online observation system, Verint (call recording system) and Nexidia (data mining system), Smartsheets, and Google Suite to deliver core customer experience data, analysis, and recommendations to the observation team to be communicated outward
  • Complete 100% of assigned observations
  • Success is measured on productivity (completing monitors) and accuracy (were the questions answered correctly)


Required Skills & Experience:


  • Prior Telecommunication experience is highly preferred (working in Telecommunication call center, call center support, Project Management, or quality-related work)
  • Telecommunication product, Optix, Optix 2 Go, CoFEE, and Verint knowledge desired
  • CSSC/BSC sales experience
  • Strong understanding of call center processes
  • Strong listening and written/oral communication skills
  • Attention to detail
  • Strong attendance is critical to success and necessary to meet objectives
  • Must have the ability to work independently and in a team environment


Must Have Skills:


  • Call Center Experience 4+ years
  • High School degree


Required Shift:

The position is 8:00 am - 4:00 pm Monday through Friday.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities.

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