Contact Center Representative - Inbound answers incoming customer calls inquiring about products with a focus on selling products or services. Performs call logging and routine tasks to fulfill caller requests. Being a Contact Center Representative - Inbound answers inquiries regarding the company products, services, delivery, installation, or billing following scripts or standard responses. Enters orders and assists the customer with the purchase by suggesting appropriate products. Additionally, Contact Center Representative - Inbound may redirect calls to other teams depending on the nature of the inquiry. Requires a high school diploma or equivalent. Typically reports to a supervisor. The Contact Center Representative - Inbound works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
Provides work force management support to the Contact Center and other assigned Teams. Balances real time inbound and outbound call and non-call customer contacts, developing forecasts, assessing the operational and financial benefits and impacts of scenarios while ensuring execution to meet/exceed service level standards and efficient utilization of resources. Accountable for real-time monitoring of workforce performance during Contact Center hours of operations, alerting management to trends, discrepancies or issues around changing service levels, day-to-day execution and throttling of the outbound customer contact campaigns, ad hoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple contact center locations and diverse groups.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).
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