About The Role

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