- Assist the Supervisor in leading a team of up to 17 agents
- Assist leadership with daily operation of the call center including the development, analyses, and implementation of staffing, training, and scheduling
- Provide advanced-level customer service, handle account adjustments, and escalated inquiries
- Coach and develop customer service employees by auditing live calls or doing side-by-sides and delivering real-time feedback
- Responsible for team achieving client goals
- Manage schedule adherence, including Agent State
- Meet with individual agents on a weekly basis to discuss goals, objectives, and issues
- Manage time-off requests and attendance
- Make effective/appropriate decisions relative to corrective action as required
- High-Speed Internet With At Least 20 Mbps Download Speed & 10 Mbps Upload Speed (No Satellite, Wifi, or Cellular/Wireless Carrier Internet Services)
- Must have a hard-wired internet connection via ethernet cable to modem/router that you own/are responsible for. (Continuum will ship you company equipment to use)
- Dedicated, Quiet, & Secured Workspace with No Distractions
- A USB Wired Headset with Noise Canceling Microphone
- 18+ years of age & High School diploma or its equivalent
- 2 years of customer service experience in a call center, Utilities experience a plus
- Bilingual in Spanish
- Knowledgeable with Microsoft 365 programs such as Excel and Word
- Excellent verbal and written communication
- Database management for client requirements
- Professional positive and motivating attitude
- Ability to mentor, motivate, and provide constructive feedback
- Hours of operation Mon-Fri 8am-5pm
- Competitive pay based on experience
- Stable Full-Time Employment
- Access up to 50% of your pay immediately after your shift
- Health Insurance (Medical, Dental, Vision) & Other Benefits
- Pet Insurance
- Paid, Virtual Training
- Remote work environment
- Opportunity for Professional Development
About Continuum Global Solutions, LLC
Continuum Global Solutions’ Customer Care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in Customer Care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals.