Overview

We are seeking a motivated and experienced Call Center Operator to join our dynamic customer service team. As a Call Center Operator, you will be responsible for overseeing day-to-day operations, be part of a team of customer service representatives, and ensure the delivery of exceptional service to our customers. The ideal candidate will have a strong background in call center operations, excellent communication skills, and a commitment to achieving high levels of customer satisfaction

Call Center Operations:

• Respond to all service requests via, ticket, phone, email, ping, or other forms of communication.

• Proactively update tickets within multiple ticketing systems.

• Manage call queues, tickets, emails, and manage scheduling to meet service level agreements.

Performance Management:

• Adhere to performance expectations, key performance indicators (KPIs), and Service Level Agreements (SLAs)

Quality Assurance

• Adhere to quality assurance processes to ensure consistent and high-quality customer interactions.

• Participate in regular audits of calls and provide constructive feedback.

Customer Satisfaction:

• Monitor customer satisfaction metrics and suggest strategies to improve customer experience.

• Address escalated customer issues promptly and effectively.

Reporting and Analysis:

• Generate and analyze call center performance reports, identifying trends, areas for improvement, and opportunities for efficiency.

• Provide regular updates to management on team performance and key metrics.

Teamwork:

• Foster a positive and collaborative team environment focused on achieving performance goals and delivering outstanding customer service.

Qualifications:

• High school diploma required; bachelor's degree preferred.

• 3+ years of experience in call center operations, with at least 1-2 years in a leadership role.

• Proven track record of achieving and exceeding performance targets.

• Strong communication and interpersonal skills.

• Familiarity with call center technology and software.

Schedule: Sunday - Wednesday 11:00pm - 8:00am

Pay: $25.00/Hour

The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant’s experience, skills, abilities, geographic location, and alignment with market data.

Benefit Information:

ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2024 Employee Benefits | Staff and Management Team Members (https://www.abm.com/wp-content/uploads/2023/11/2024-Recruitment-Staff-Mgmt-11.6.23.pdf) .

REQNUMBER: 95389

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.