What are the responsibilities and job description for the Contact Center - Supervisor & Agent Roles position at ProRec Resource Solutions?
Overview
Our Contact Center team provides front-line support to Veterans, handling inquiries via phone, email, chat, and other channels.
We're hiring both a Contact Center Agent (entry to mid-level), and a Contact Center Supervisor who oversees a team of Agents, ensuring quality and efficiency.
Sub-Roles
- Contact Center Agent : Fields inbound / outbound inquiries and resolves Veteran questions in a courteous, timely manner.
- Contact Center Supervisor : Manages day-to-day operations of a team of Agents, providing coaching, feedback, and support to maintain high service levels.
Key Responsibilities
Answer inbound calls, emails, or chats; assist Veterans with inquiries or scheduling needs.
Oversee a team of Agents, monitoring performance metrics (quality, timeliness, customer satisfaction).
Qualifications
Agent : High school diploma or GED required; Associate's degree preferred.
Agent : 2-3 years of customer service or contact center experience (preferred).
Excellent communication, active listening, and interpersonal skills.
