Remote Contact Center Opportunities
- Contract Length: 12 months with possible extension
- Location: 50 miles within Approved Hub Locations (Remote)
Raise is currently hiring Contact Center Opportunities on behalf of our client. They’re expanding their team to meet growing needs, making this a unique opportunity to work with an industry leader.
Top 3 Required Skills:
- Call Center Experience
- Ability to Use Computer
- Verbal and Written Communication Skills
Contact Center Agent – $18/hour on W2
- The incumbent for this position is responsible for answering inbound and outbound calls, processing email, chat and callback interactions.
Responsibilities
- Professionally answer calls and address caller inquiries as needed.
- Route calls as needed to appropriate resource.
- Perform research using available resources as needed to provide required information to callers.
- Identify and escalate more complex issues to the research team.
- Complete necessary administrative work as needed and complete call logs accurately.
- Other projects as assigned by supervisor.
Qualifications
- Good verbal and written communication skills.
- Dependable and able to adhere to schedule.
- Effective problem-solving skills.
- Effective listening skills.
- Customer service orientation.
- Attention to detail.
- Ability to work effectively in a high volume and sometimes stressful work environment.
- Ability to read, write and speak English.
- Ability to sit at workstation for long periods of time.
Contact Center Lead – $19/hour on W2
Responsibilities
- Assist with call center operation tasks: SAP timekeeping, entering hours for agents, organize workforce, training.
- Provide lead support training and development to contact center agents and leads. Handle elevated issues/calls.
- Conduct Quality Assurance of agent calls and provide consistent feedback.
- Review and approve timecard entries, managing attendance.
- Develop training curriculum for contact center agents and facilitate training classes.
- Manage workforce, as needed in the absence of a work force scheduler.
Qualifications
- Bachelor’s degree in Communications, Social Studies, Legal field preferred but not required (could be substituted by relevant job experience.
- Understand call center demands and metrics.
- Articulate, adept at formulating policies and procedures.
- Expertise in the areas of staff development and direction, training, quality control, and document preparation.
- Effective problem-solving skills.
- Effective listening skills.
- Dependable and able to adhere to schedule.
- Ability to deal with varied and often difficult personalities while maintaining an even temperament.
- Ability to communicate with callers, internal departments and other third parties in a professional manner.
Contact Center QA Specialist – $19/hour on W2
- This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions and resolving any complex quality assurance related inquiries from leads and supervisors.
Responsibilities
- Monitor inbound and outbound telephone calls within the contact center to ensure service meets all quality assurance standards.
- Document customer service quality issues according to company procedures.
- Maintain objectivity across scoring.
- Ensure CSRs use outlined greetings, scripts, after call procedures and follow quality standards.
- Provide QA scores and feedback to leads for it to be delivered to CSRs.
- Resolve any complex quality assurance disputes arising from completed QA questionnaires.
- Meet required daily/weekly quota of QA questionnaires.
- Participate in call calibration sessions to continuously align on rating methodology.
- Should be able to compile issues and recommendations for improvement of process from customer standpoint (needs and expectations) during the call audits.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- At time may be required to take inbound calls to assist with call volume.
- Assist with special projects that may arise.
Qualifications
- High school diploma or GED
- Minimum of 2 years in a call center or equivalent customer service position.
- 6 months of experience as a QA monitoring Call Transactions would be a plus however not mandatory.
- Should be flexible to work in rotational shifts.
- Ability to multitask and successfully operate in a fast paced, team environment.
- Professional demeanor with the ability to maintain confidential information.
- Outstanding customer service skills and dedication to providing exceptional customer care
- Knowledge of QA terms, tools and methodologies
- Ability to proof-read and edit written responses resulting in no spelling, grammar, or punctuation errors.
Looking for meaningful work? We can help
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/
In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 or hello@raiserecruiting.com
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