**Overview**

We are seeking a motivated and experienced Call Center Operator to join our dynamic customer service team. As a Call Center Operator, you will be responsible for overseeing day-to-day operations, be part of a team of customer service representatives, and ensure the delivery of exceptional service to our customers. The ideal candidate will have a strong background in call center operations, excellent communication skills, and a commitment to achieving high levels of customer satisfaction

**Call Center Operations:**

+ Respond to all service requests via, ticket, phone, email, ping, or other forms of communication.

+ Proactively update tickets within multiple ticketing systems.

+ Manage call queues, tickets, emails, and manage scheduling to meet service level agreements.

**Performance Management:**

+ Adhere to performance expectations, key performance indicators (KPIs), and Service Level Agreements (SLAs)

**Quality Assurance**

+ Adhere to quality assurance processes to ensure consistent and high-quality customer interactions.

+ Participate in regular audits of calls and provide constructive feedback.

**Customer Satisfaction:**

+ Monitor customer satisfaction metrics and suggest strategies to improve customer experience.

+ Address escalated customer issues promptly and effectively.

**Reporting and Analysis:**

+ Generate and analyze call center performance reports, identifying trends, areas for improvement, and opportunities for efficiency.

+ Provide regular updates to management on team performance and key metrics.

**Teamwork:**

+ Foster a positive and collaborative team environment focused on achieving performance goals and delivering outstanding customer service.

**Qualifications:**

+ High school diploma required; bachelor's degree preferred.

+ 3+ years of experience in call center operations, with at least 1-2 years in a leadership role.

+ Proven track record of achieving and exceeding performance targets.

+ Strong communication and interpersonal skills.

+ Familiarity with call center technology and software.

**Schedule: Sunday - Wednesday 11:00pm - 8:00am**

**Pay:** $25.00/Hour

The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicants experience, skills, abilities, geographic location, and alignment with market data.

**Benefit Information:**

ABM offers a comprehensive benefits package. For information about ABMs benefits, visit ABM 2024 Employee Benefits | Staff and Management Team Members ( .

REQNUMBER: 95389

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.