Tier 1 Lead Agent

This position can sit 100% in the following states: Florida, Mississippi, Oklahoma, Texas, Georgia 

Who You Are and What You'll Do:

In this role, you will provide daily support for a variety of call center support functions. Teammates in this role will support Contact Center Managers and Supervisors in a leadership capacity to help manage the day to day operations of the contact center. Job assignments will be varied based on the needs of service.

What You’ll Do Day to Day:

• Provide interval leader coverage for the real time schedule adherence function for Tier 1
• Assist customers with handling escalated calls
• Provide support and direction to internal Tier 1 representatives via the internal help desk

• Triage and work assigned customer service escalations tickets 
• Conduct or assist with agent briefing or huddle activities
• Conduct or assist with new hire Tier 1 training or incumbent refresher training
• Triage or work assigned emails
• Assist with Tier 1 queue coverage as needed

Knowledge, Skills and Experience that you will need to be successful in this role:

• Demonstrated experience with emails or similar written communications
• Strong customer service and interpersonal skills
• Strong attention to detail and demonstrated ability to meet quality measures

• Strong problem solving and decision making skills
• Ability to multi task
• High degree of personal flexibility 
• Intermediate level of knowledge with PC (internal Cloud Call Center CRM, Microsoft Office)
• Demonstrated ability to function within a team environment
• Strong communication skills

Education:

• High school diploma or equivalent is required