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JOB DESCRIPTION
In this role you will be responsible for monitoring and evaluating the quality
of inbound and/or outbound telephone calls and/or communications
(emails) to enhance customer relationships and meet or exceed customer
service requirements.
FUNDAMENTAL COMPONENTS
● Performs phone quality reviews; monitors inbound and/or outbound
calls to analyze and evaluate Sales Agents skills against established
phone quality metrics, including but not limited to, call process
measurements, accuracy of information provided, tone of employee,
effective call management, uploaded required documents and
demonstrated professionalism.
● Documents quality issues, analyze sales calls and ensure data
accuracy.
● Responsible for providing reports regarding agent trends, infractions
and egregious conduct to the management team.
● Together with Team Leader, perform investigations related to agent
misconduct and infractions.
● Demonstrates knowledge on google sheets and microsoft related
software necessary to perform daily work requirements.
● Together with Team Leader, continuously seeks avenues for
developing the sales expertise to support company goals and
objectives.
● Demonstrates, advocates, and reinforces a positive team
environment, professionalism, and the need to present a positive
image of the company when interacting with customers.
● Performs other related duties as required.
Job Type: Full-time
Pay: $15.00 - $18.00 per hour
Expected hours: 40 per week
Benefits:
Experience level:
Schedule:
Ability to Relocate:
Work Location: In person
Full Time
IT Outsourcing & Consulting
$79k-95k (estimate)
02/28/2024
05/15/2024
cticonsulting.net
FORT LAUDERDALE, FL
25 - 50
1998
JASON SILVER
<$5M
IT Outsourcing & Consulting
CTI Consulting has established itself as South Florida's premier technology solution provider. A privately held firm in operation since 1998, CTI Consulting has a reputation as a firm that cares about its clients as well as its employees. CTI's Management and Development team approaches tasks with unparalleled dedication and attention to detail, whether its staff augmentation or a fully outsourced project. CTIs clients know that their projects will be completed on-time, within budget, and with a superior level of professionalism they have come to expect.