Performance Monitoring

JOB DESCRIPTION

• Conducts contact center performance analysis and create detailed action plans on where to improve performance.
• Review and resolve all incoming escalations from appropriate escalation channels in a timely manner
• Responsible for listening (and viewing) to customer calls, chats and other communications, and evaluating consumer data to measure agent service skills & policy adherence.
• Responsible for providing continuous process improvement recommendations to call center leadership
• Provides input to appropriate resource as it relates to training curriculum designed to develop assigned call center team members within a specific project.
• Develop corresponding resource materials, on-line reference materials, process guides, and comprehension assessments to aid in the development of assigned personnel.
• Responds to internal inquiries related to customer call handling or service support of specific product lines.
• Conducts research on escalated calls provided by internal call center leadership, customer, and client.
• Prepares reports and other reference