Working Solutions

The role supports the daily operations of a Contact Center by managing agent performance, tracking onboarding/offboarding, and handling scheduling. It also involves monitoring agent engagement and quality interactions to ensure client contract goals are met.

Monitor and review the performance of agents to ensure quality guidelines and KPIs are met for client contracts. Analyze trends and root causes to recommend process improvements and internal tool enhancements.

Design class curriculum and deliver virtual instruction to prepare independent contractors for call center client programs. Collaborate with clients to determine preparation needs and provide ongoing support to ensure high-quality performance.