Contact Center Associate Job Description
Contact center associate
provides marketplace feedback in a timely manner to management, on customer business trends, competitive updates and industry issues and opportunities.
Contact Center Associate Duties & Responsibilities
To write an effective contact center associate job description, begin by listing detailed duties, responsibilities and expectations. We have included contact center associate job description templates that you can modify and use.
Sample responsibilities for this position include:
Deliver the full suite of RBCC Learning training curricula including follow up performance evaluations
Able to actively demonstrate operational, sales, service, and compliance activities / conversations to provide real life examples to learner(s) leveraging solid knowledge of RBCC policies and procedures
Evaluate participant performance by identifying key areas the associate has successfully demonstrated and areas for continued improvement
Evaluating the effectiveness of training course and learning outcomes through in-session questions and feedback to define trends in content and delivery approaches and identify opportunities for enhancement
Provide telephone support to Field and Corporate employees on forms processing and subject area questions to first call
Provide high quality customer interaction through multiple channels in a Contact Center environment
Typically supports application, IT hardware and software products (may include POS terminals)
May support multiple platforms, systems and devices
May require follow-up and/or escalation to a higher level of expertise
Requires general knowledge of the organization, products, and/or services
Contact Center Associate Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Contact Center Associate
List any licenses or certifications required by the position: PHR, COPC, AP
Education for Contact Center Associate
Typically a job would require a certain level of education.
Employers hiring for the contact center associate job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Engineering, Technology, Telecommunications, Education, Associates, Business, Communication, Public Safety, Information Technology
Skills for Contact Center Associate
Desired skills for contact center associate include:
US federal and state leave and disability laws
Insurance contracts
Procedures and customer service philosophies
Computers
Ie
Banking & cards industries
Practises and trends and integrate into client conversations in a professional manner
Call centre technology
Competitive marketplace and trends in product offerings
Processes and metrics
Desired experience for contact center associate includes:
Ability to develop talent and mobilize resources to achieve results both internally vendor results through the sharing of best practices and results management
Project Management and a thorough, functional understanding of Company policies in different functional areas a plus (e.g., Quality, Business Operations Center, Human Resources, Finance, Vendor Management, Processing Areas )
Additional education in business or related field is desired
Applicants must successfully pass Pre-hire Assessment, classroom training and meet all performance expectations
Knowledge of computer based systems, Internet and Microsoft office applications (Outlook, Word, Excel) required
Ability to work effectively with multiple computer environments while talking on the telephone
Contact Center Associate Examples
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Contact Center Associate Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of contact center associate. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for contact center associate
- Handles both inbound & outbound calls that are basic and routine
- Assist the PtP Director to establish and grow the RDC – Europe PtP function
- Demonstrate full operational responsibility for the PtP Support function to ensure all deliverables are successfully achieved, including operational performance, people management and development, and adhering to compliance requirements together with supporting and implementing on transformation requirements
- Manage escalations as required on PtP issues handled through the support team
- Resolve transactional issues as needed and address process performance anomalies
- Assist in internal/external audits to ensure all appropriate controls are being followed
- Review and analyze existing procedures and seek to incorporate changes that will improve the department and/or business
- Maintain good relationships with key leaders in Accounts Payable, Expense Management, Order Management/Invoicing and work strategically with these partners to advance the PtP function
- Review and approve work performed by staff in the Customer Support department
- Lead, participate, and support special projects as requested by leadership
Qualifications for contact center associate
- Ability to provide quality and thorough customer service utilizing interpersonal skills with a focus on customer satisfaction
- Basic understanding of computer systems with proficient keyboarding skills including email, data entry, and Microsoft products
- Ability to meet deadlines and perform successfully within a production environment, to include multitasking (ex
- Ability to maintain regular attendance in adherence to department expectations, and an ability to work flexible shifts
- Strong oral and written communication skills, sound judgment and the ability to think and conceptualize beyond existing barriers, methods and practices
- Organizational skills with an attention to detail, analytical and decision-making abilities
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Contact Center Associate Job Description
Job Description Example
Our growing company is looking to fill the role of contact center associate. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for contact center associate
- Understand the functionality, interfaces, and interdependencies of MSD’s financial processes and systems
- Partner with MSD’s strategic BPO and other partners that support the daily processing of PtP transactions
- Resolve problem records
- Manage hardware and software rollouts
- Work on moderately advanced technical assignments
- Evaluate and monitor Fixed Asset Requests and Service Requests to make sure they are completed on-time and accurately
- Provide 24 hour on-call coverage for 1 week at a time, and resolve problems via a combination of telephone, working from home or coming into the office
- Ensure the quality of work being produced by the Client Services Interns
- Manage basic relationship between Client Services and customers
- Generate process improvements to improve productivity in Client Services
Qualifications for contact center associate
- Patience, teamwork, self-motivated, upbeat and a great attitude
- At least one year of sales experience in a goal and/or commission oriented environment
- Take inbound calls for the entire shift, with structured breaks
- Identify customers’ need and provide solutions to solve each contact Interaction
- Prior use of CRM Case Activity is useful to escalate issues through and already reboots sales to service process
- Create opportunities to upsell products when they arise
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Contact Center Associate Job Description
Job Description Example
Our company is growing rapidly and is hiring for a contact center associate. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for contact center associate
- Primary responsibility of managing the implementation plan, delivery timelines, coordination and leadership on integration with existing technology and point of escalation
- Accountable for adherence to cost plan
- Lead business case development for new business opportunities (benefits, costs, timelines etc)
- Achievement of growth and profitability targets for Onvida’s business
- Assist the sales organization in closing transformational engagements
- Assemble a best in class team
- Home Office job (only for candidates working from Poland)
- Review and monitor the work of others
- Leads the development and execution of the two-way customer care engagement strategy in alignment with the organizational strategy
- Manage direct reports who are responsible for development, execution and compliance of full end to end processes, customer communications, training, and management of adverse events and product quality complaints
Qualifications for contact center associate
- Records customer contacts using CRM system and sets the Client expectation(s)
- Ability to follow and structure process driven system that can be easily relate to Resident
- May be required to attend occasional local off site Client meeting on occasion (rare)
- Familiarity with CRM systems and practices, specifically CRM Microsoft Dynamics or Sales Force.com
- Experience with MS Excel and other MS Apps would be any advantage
- English language fluency demonstrated by a score of 67 or higher on a written and oral standardized test
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Contact Center Associate Job Description
Job Description Example
Our company is hiring for a contact center associate. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for contact center associate
- Oversees the development of marketing initiatives (product launch, label change, new program, etc), customer/consumer/employee communications, operating procedures and, work flow processes for two-way customer interactions across multiple channels for all products, vaccines, divisions and company information/services
- Ensures company and regulatory compliance requirements are achieved
- Provides overall leadership in the assessment, analysis and resolution of escalated customer issues, and continually enhances customer interactions to deliver the desired customer experience and achieve operational excellence
- Leads the managment of strategic partners to ensure execution excellence, effecive training, standard opperating procedures are maintained and followed, delivery of desired customer exeperience, achievement of key performance metrics (KPIs), and service level agreements
- Effectively partner with counterparts to ensure integrated operations and delivery of the desired customer experience
- Lead the development and execution of new and innovative capabilities to enhance our value proposition, and to optimize operations
- Overall leadership and expertise in tools used to analyze customer interaction data and create meaningful customer insight reports
- Partner with internal stakeholders to develop and implement new strategic system and channel capabilities
- Manage internal and external pharmacovigilance and regulatory audits/inspections
- Answers incoming calls in a professional manner
Qualifications for contact center associate
- Associates degree in relevant field of study or equivalent years of work experience required
- 2+ years of experience in a call center environment preferred
- Strong oral, written, and interpersonal communication skills, with the ability to interface effectively with individuals, both internally and externally
- Proficiency using the Microsoft Office Suite, including Word, Excel, and PowerPoint
- English and/or Spanish language fluency demonstrated by a score of 67 or higher on a written and oral standardized test
- PC or POS (Point-of-Sale) device troubleshooting experience
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Contact Center Associate Job Description
Job Description Example
Our growing company is looking to fill the role of contact center associate. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for contact center associate
- Handles and resolves customer complaints, troubleshoots problems and provides information
- Routes calls to appropriate resource
- Follows-up with customer calls where necessary
- Completes call logs
- Completes call requests
- Monitor and manage agent real-time productivity and queue performance
- Enter real-time schedule exceptions (absences, coaching, training, meetings)
- Monitor queue volume and staff capacity for multi-site
- Adjust agent skill levels to balance staffing based on volume needs
- Manage and respond to e-mails in the department shared mailbox
Qualifications for contact center associate
- Minimum of 5 to 8 years of PtP, Procurement or equivalent Finance or Shared Services experience required
- Minimum of 3 years of experience leading team of Procure to Pay or Global Procurement professionals preferred
- PtP or AP certification by an accredited organization preferred
- SAP or JDE experience required
- Must be able to work a weekend shift and two closing shifts
- Position starts on Monday, May 15th