contact center professional

2P Perfect Presentation

<div>
 
 
 Job Description
 
 
 
 As a Contact Center Technical Engineer, you will be responsible for the installation, configuration, maintenance, and support of contact Center solutions to ensure optimal performance and reliability. Your role will involve working closely with clients and internal teams to resolve complex issues, implement new features, and enhance the overall functionality of our contact center systems.
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 
 Installation &amp; Configuration:
 
 Deploy and configure contact Center solutions (Avaya, Cisco, Genesys, Verint, Bright Pattern&hellip;) according to client requirements and industry best practices.
 </li>
 <li>
 
 Troubleshooting &amp; Support:
 
 Provide technical support for contact center systems, diagnose and resolve issues promptly to minimize downtime and ensure high service levels.
 </li>
 <li>
 
 System Maintenance:
 
 Perform regular maintenance and updates on contact center systems to ensure they are up-to-date and functioning efficiently.
 </li>
 <li>
 
 Project Implementation:
 
 Collaborate with project managers and stakeholders to implement new projects or upgrades related to contact center technology.
 </li>
 <li>
 
 Documentation:
 
 Maintain detailed documentation of system configurations, troubleshooting procedures, and best practices.
 </li>
 <li>
 
 Training &amp; Support:
 
 Offer training and support to internal teams and clients on the usage and troubleshooting of contact center systems.
 </li>
 <li>
 
 Performance Monitoring:
 
 Monitor system performance and provide recommendations for improvements to enhance system efficiency and reliability.
 </li>
 <li>
 
 Collaboration:
 
 Work with vendors and third-party service providers to resolve issues and implement new solutions as needed.
 </li>
 <li>
 
 Compliance &amp; Security:
 
 Ensure that all contact center systems comply with industry standards and security policies.
 </li>
 </ul>
 
 
 
 
 
 Job Requirements
 
 
 
 
 Educational Background:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
 </li>
 </ul>
 
 
 Experience:
 
 
 <ul>
 <li>
 Proven experience (typically 3-5 years) as a Contact Center Technical Engineer or in a similar role, with hands-on experience in Avaya, Cisco, Genesys, and/or Verint contact center solutions.
 </li>
 <li>
 Demonstrated experience in installing, configuring, and troubleshooting contact center hardware and software.
 </li>
 <li>
 Experience with network technologies and integration related to contact center systems.
 </li>
 </ul>
 
 
 Technical Skills:
 
 
 <ul>
 <li>
 
 Contact Center Solutions:
 
 Proficient in Avaya, Cisco, Genesys, and Verint systems.
 </li>
 <li>
 
 Networking:
 
 Strong understanding of networking protocols and concepts (e.g., TCP/IP, DNS, DHCP, VPN).
 </li>
 <li>
 
 Operating Systems:
 
 Experience with Windows Server, Linux, and other relevant operating systems.
 </li>
 <li>
 
 Scripting/Programming:
 
 Familiarity with scripting languages (e.g., PowerShell, Python) for automation and troubleshooting.
 </li>
 <li>
 
 Database Knowledge:
 
 Understanding of databases and SQL for managing and querying contact center databases.
 </li>
 </ul>
 
 
 Certifications (Preferred):
 
 
 <ul>
 <li>
 Relevant certifications in Avaya, Cisco, Genesys, or Verint (e.g., Avaya ACE, Cisco CCNP, Genesys Certified Professional).
 </li>
 </ul>
 
 
</div>

Contact Center Technical Engineer

Bryant and Stratton College

Location: Orchard Park, NY This position is performed onsite, however, there are opportunities to work a hybrid schedule based on tenure and performance. Position Summary: The Contact Center Representative position supports college-wide enrollment efforts by providing a high volume of recruitment related call support to prospective students. This position is best suited to someone who prefers a fast-paced, team environment and possesses the ability to establish relationships over the phone. Essential Duties and Responsibilities: Productivity: Call, contact and connect prospective students to one of the Bryant &amp; Stratton College admissions offices via warm phone transfer. Conversion: Meet or exceed established phone and conversion goals for each session/semester, including Close %. Documentation: Capture and record lead/marketing data across multiple systems both timely and accurately. Persuasion: Deliver prepared scripting to potential students, using persuasion and relationship building skills to encourage persistence through the enrollment process. Time Management: Provide students and inbound callers with a world-class student experience by effectively managing time. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. Key Competencies and Skills: Telephone skills Verbal and written communication skills Listening skills Problem analysis and problem solving Customer service orientation Organizational skills Goal oriented Attention to detail Judgment Adaptability Teamwork Stress tolerance Resilience Qualifications: High school diploma or equivalent Previous customer service or sales experience Internet savvy with knowledge of Microsoft Office product, including Outlook High degree of phone etiquette, problem solving, and ability to build rapport Preferred qualifications: Associate's degree or higher Previous call center and sales experience Schedule: Mon&ndash;Fri. Ability to work some evenings and Saturdays; Secondary holidays may be a scheduled work day. Reports To: Contact Center Leader Salary: $39,000 per year ($18.75 per hour). This position is eligible for overtime. Please note that the compensation information is a good faith estimate of the base pay for this position. Information about the total compensation package for this position will be provided during the interview process. Unlock your full potential in the innovative and inclusive environment at Bryant &amp; Stratton College. We are a career-focused, private, nonprofit college built differently to serve the needs of students, alumni, associates, employers, and the community. Founded in 1854, Bryant &amp; Stratton College offers real-world education leading to bachelor's, associate's, and professional certificates after completion in the fields of healthcare, technology, legal, business, graphic design, and more. We offer a comprehensive benefits package that includes competitive salaries, medical/dental/vision insurance, generous paid time off, 401(k), and company-paid college tuition for associates and their families. Apply today for immediate consideration! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Bryant &amp; Stratton College is an Equal Opportunity Employer. Administrative Assistant, Receptionist, Human Resources, Data Entry, Work from Home, Office, Entry Level, Clerical, Customer Service Representative, Call Center, Full Time, Clerk, Server, Education Expected hours: 40 &ndash; 45 per week Benefits: <ul><li>401(k)</li><li>401(k) 5% Match</li><li>401(k) matching</li><li>AD&amp;D insurance</li><li>Dental insurance</li><li>Employee assistance program</li><li>Employee discount</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Paid training</li><li>Parental leave</li><li>Referral program</li><li>Tuition reimbursement</li><li>Vision insurance</li><li>Wellness program</li></ul>Work Location: In person

Customer Service - Contact Center

Nestlé

<div>Contact Center Agent &ndash; Turkish Speaker 
 
Location: NBS 
Company: Nestl&eacute; Egypt 
Full-time 
 
Purpose of Job:
 
 
Provide timely resolution of all queries (HRBS &amp; S2P - Vendor Services related) based on both telephonic and non-telephonic contacts and execute the support model of the NBS Contact Center.
Ensure the accuracy and timeliness of services delivered to employees are in accordance with Service Level Agreements.
Support Total Service Quality levels to the Stakeholders, adhering to E2E standardization. 
 
A DAY IN THE LIFE &hellip; 
 
 Drive Operational Excellence:<ul><li>Execute the standard support model for Tier 1 for both telephonic and non-telephonic (Email, Self-service &amp; Chat) contact by providing direct support on guidelines, procedures, E2E view, the status of requests, KPIs, SLAs, help chain for HRBS &amp; S2P (vendor services) related inquiries.</li><li>Dispatch Tier 2 queries after proper investigation to the right stakeholders.</li><li>Raise process concerns and/or technical outages to management.</li><li>Document all interactions with proper data categories, templates and self-service options based on the interaction specifications.</li><li>Share new findings and/or process updates with the team/senior agent/analyst.</li></ul> 
Ensure Service Delivery:<ul><li>Execute operational delivery of all activities pertaining to the contact center and ensure the execution of the Contact Center Support Model for all service lines, both HRBS &amp; S2P (Vendor Services) within the service delivery framework of HRBS.</li><li>Provide inputs to manage risks, issues, escalations, process updates and timely manner to deliver the agreed KPIs and SLAs for all Contact Center services.</li></ul> 
- Process benefits of transferred staff such as transportation allowance, rent subsidy, infant feeding scheme, and burial benefits, out- of- the pocket benefits, per diem, etc. 
<ul><li>Process retirement and death benefits5. Process other Benefits unique to each market in-scope of NBS. 
</li></ul>Continuous Improvement:<ul><li> 
Perform periodic activity-relevant reviews with HRBS Operational teams &amp; Stakeholders.</li><li>Contribute to Continuous Improvement programs and standardization of processes across all markets in scope, whenever possible.
</li></ul> 
WHAT MAKES YOU SUCCESSFUL: 
 
<ul><li>0-1 year of experience in a relevant field</li></ul> 
<ul><li>Proficiency in Turkish</li><li>Strong communication and active listening</li><li>Customer‑focused attitude and empathy</li><li>Troubleshooting and problem‑solving skills</li><li>Ability to work with CRMs and multiple systems</li><li>Resilience and patience</li><li>Flexibility for shift work</li><li>Ability to meet performance target</li></ul></div>

Contact Center Agent - Turkish Speaker

Northwest Bank

<div>PA0740 Erie Contact Center 
Job Description<div><div>
Start Your Career Where Support Meets Opportunity
Looking for more than just a job? At our Contact Center, you&rsquo;ll find a community that invests in you. With 4&ndash;6 weeks of personalized training, hands-on support from experienced leaders, and a team that&rsquo;s always got your back, you&rsquo;ll be set up for success from day one. Our ergonomic, wellness-focused workspaces help you feel your best&mdash;so you can do your best. And with most of our Supervisors starting in this very role, your future here is full of possibility.
Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also directly apply to any current open positions of interest to ensure consideration.
Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.
Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis. Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.</div><div>
ESSENTIAL FUNCTIONS:<ul><li>
Meet productivity standards and complete work in a timely manner</li><li>
Ensure compliance with scheduling requirements and attendance standards</li><li>
Maintain client and Northwest confidentiality</li><li>
Meet service level standards</li><li>
Achieve Contact Center performance standards</li><li>
Serve as a Contact Center orientation trainer</li><li>
Identify and resolve customer problems in an efficient manner</li><li>
Gather and analyze information skillfully and develop alternative solutions</li><li>
Manage difficult or emotional customer situations</li><li>
Respond promptly to customer needs</li><li>
Respond to requests and meet commitments</li><li>
Speak clearly and persuasively in positive or negative situations</li><li>
Educate clients on the benefits of Northwest products and services</li><li>
Approach others in a tactful manner and reacting well under pressure</li><li>
Demonstrate accuracy and thoroughness</li><li>
Look for ways to improve and promote quality</li><li>
Demonstrate excellent listening and interpretative skills</li><li>
Demonstrate the ability to establish collaborative customer relationships in a fast paced environment</li><li>
Aim to resolve customer inquiries utilizing a First Call Resolution approach</li><li>
Appropriate use of established call policies and procedures and scripts</li><li>
Provide support of Northwest technical products and services</li><li>
Ability to troubleshoot online access issues</li><li>
Make all outbound calls as delivered and instructed in an efficient manner</li><li>
Document results as instructed</li><li>
Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>
Work as part of a team</li><li>
Work with on-site equipment</li></ul>
KNOWLEDGE, SKILLS, AND ABILITIES:<ul><li>
Ability to establish effective working relationships among team members and participate in solving problems and making decisions</li><li>
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written</li><li>
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information</li><li>
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information</li><li>
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas</li><li>
Knowledge of Northwest products and services</li><li>
Knowledge of computer, mobile app and bill pay systems</li><li>
Knowledge and proficiency of debit and credit card systems</li><li>
Knowledge of Northwest&rsquo;s automated system</li></ul>
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:<ul><li>
High School Diploma or Equivalent preferred</li><li>
Associate Degree in Related Subject preferred</li></ul>
Work Experience:<ul><li>
Customer Service Experience preferred</li><li>
Good Technological Background preferred</li></ul>
#LI-EB1</div></div> 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Contact Center Specialist - Erie, PA

HSBC

<div>
 
 As a Contact Center Agent at HSBC, you will be the first point of contact for customers, providing professional support and solutions through inbound and outbound interactions. You will handle inquiries related to banking products and services, resolve issues efficiently, and ensure a positive customer experience while maintaining compliance with HSBC policies and regulatory standards. Key Responsibilities: &bull; Respond to customer inquiries via phone, email, and chat in a professional and timely manner. &bull; Provide accurate information on HSBC products, services, and procedures. &bull; Identify customer needs and offer appropriate solutions or escalate when necessary. &bull; Ensure all interactions comply with HSBC's service standards and regulatory requirements. &bull; Maintain accurate records of customer interactions and transactions. &bull; Contribute to team goals by achieving individual performance targets. Skills &amp; Competencies: &bull; Strong communication and active listening skills. &bull; Customer service orientation with problem-solving ability. &bull; Ability to multitask and manage time effectively in a fast-paced environment. &bull; Team player with adaptability to changing business needs.
 
</div>

Contact Center Specialist

geidea

<div>
 
 Established in 2008,
 
 Geidea
 
 epitomizes customer focused empowerment and commercial success through continuous innovation.
 
 Geidea
 
 makes best in class digital payment solutions available for all by attracting and leveraging the best creative &amp; entrepreneurial talent in the market.
 
 
 
 
 
 Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity. Our technology mirrors our people - Smart, Innovative &amp; Forward Thinking:
 
 
 www.geidea.net
 
 
 
 
 
 
 
 To maintain competitive advantage as we grow, we are currently looking for a new
 
 Contact Center Advisor:
 
 
 
 
 
 
 
 Job purpose:
 
 
 
 
 
 
 This role is responsible for addressing customer inquiries, complaints, and technical issues, ensuring satisfaction and retention. The advisor also provides solutions, maintains records, and collaborates with other departments to resolve issues while staying informed about products and services.
 
 
 
 
 
 
 Key accountabilities and decision ownership:
 
 
 
 
 
 <ul>
 <li>
 Handle calls from customers regarding inquiries, complaints, and technical issues.
 </li>
 <li>
 Provide accurate and efficient solutions to ensure customer satisfaction and retention.
 </li>
 <li>
 Maintain detailed and accurate records of customer interactions and transactions.
 </li>
 <li>
 Collaborate with other departments to escalate and resolve complex issues.
 </li>
 <li>
 Stay up to date with product knowledge and services to better assist customers.
 </li>
 </ul>
 
 
 
 
 
 Must Have Technical / Professional Qualifications:
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business management or any related field.
 </li>
 <li>
 At least 6 months of experience in customer service
 </li>
 <li>
 English level B1/C1
 </li>
 <li>
 Excellent communication and interpersonal skills, with the ability to build strong relationships with customers
 </li>
 <li>
 Strong problem-solving skills.
 </li>
 </ul>
 
 
 
 
 Join our dynamic team as a
 
 Contact Center Advisor
 
 and contribute to our FinTech mission of releasing cutting-edge financial products into the market. Apply your project management skills, collaborate with cross-functional teams, and shape the future of the payments industry.
 
 
 
 
 
 
 Our values
 
 guide how we think and act - They describe what we care about the most.
 
 
 
 
 
 
 Customer first
 
 - It&rsquo;s embedded in our design thinking and customer service approach.
 
 
 
 Open
 
 - Openness allows us to constantly improve and evolve.
 
 
 
 Real
 
 - No jargon and no excuses!
 
 
 
 Bold
 
 - Constantly challenging ourselves and our way of thinking.
 
 
 
 Resilient
 
 &ndash; If we fail, we bounce back stronger than before
 
 
 
 Collaborative
 
 - We know that we can achieve a lot more as a team.
 
 
 
 
 
 We are changing lives by constantly striving for a better solution.
 
</div>

Contact Center Advisor

WESTERLY COMMUNITY CREDIT UNION

<div>To excel in the tasks specific to this essential role, as well as participate and help develop our WCCU Cares culture. You would be responsible for providing outstanding service to our members and to our internal staff (#TeamWCCU). Your actions will directly contribute to our goal of caring about our members, their financial needs, and our community. This position is responsible for providing outstanding and professional member service and build/maintain strong relationships with peers. Communicates with members by telephone, email or messaging systems. Courteously and promptly resolves member problems or refers them to appropriate personnel. Actively cross-sells Credit Union products and services and provides sales leads to Retail staff. Performs additional Operations Department duties as required. Keeps management informed of area activities.</div>
 <div>WCCU Benefits
<ul><li>12 Federal Paid Holidays plus Paid Birthday Off &amp; Paid WCCU Recharge Day Off
</li><li>Minimum of 2 Weeks Vacation plus 7 Days Paid Discretionary Time Off
</li><li>Tuition Reimbursement ($5250 per year)
</li><li>Competitive Medical, Dental, and Vision Benefits
</li><li>Flexible Spending &amp; Dependent Care Accounts
</li><li>401(k) Plan with Employer Match up to 6%
</li><li>Company Paid Life Insurance, Short Term and Long Term Disability Insurance
 
and much more! 
 
</li></ul>ESSENTIAL FUNCTIONS AND BASIC DUTIES:
1. Assumes responsibility for providing outstanding member support.
<ul><div>Quickly and courteously perform in-bound and out-bound member communication while maintaining and projecting the Credit Union&rsquo;s professional reputation.
</div><div>Actively cross-sells Credit Union products and services and provides sales leads to Retail staff.
</div><div>Provides accurate information on Credit Union products and services.
</div><div>Efficiently solves member problems by understanding the issue, gathering information, and identifying the problem. Refers problems to appropriate personnel if needed. Follows up, if necessary, to ensure problems are resolved.
</div><div>Maintains privacy of member account information, following all security procedures.
</div><div>Stays up to date on Credit Union regulations, priorities, and products and services.
</div></ul>2. Assumes responsibility of fostering constructive working relationships with peers and management.
<ul><div>Effectively handles the transition of communication between staff or departments (ie, announced transfer, descriptive voicemail, and/or email communication)
</div><div>Keeps management informed of area activities and of any problems or concerns, as well as, proactively suggesting areas of process or quality improvement.
</div><div>Attend training sessions and Credit Union meetings as required.
</div></ul>3. Assumes responsibility for Operations Department related duties as required or assigned.
<ul><div>Willing to learn and understand the roles and functions of the Operations Department.
</div><div>Expresses a desire to grow within the department and Credit Union.</div></ul></div>
 <div>EDUCATION/CERTIFICATION: High school graduate or equivalent.
EXPERIENCE REQUIRED: Minimum of 1 Year of Banking Related Experience 
REQUIRED KNOWLEDGE:
Knowledge of Credit Union products and services and cross-selling techniques. Thorough understanding of Credit Union policies and procedures Knowledge of Windows based PC applications 
SKILLS/ABILITIES:
Excellent verbal and written communication skills
Strong member service skills
Able to access member information via computer Professional telephone etiquette
Ability to maintain confidentiality Good sales abilities
Well organized and detail oriented Strong proofreading skills
Ability to follow detailed, established procedures Ability to recognize and resolve problems
Able to work well independently
Skill in using applicable software applications and PC equipment Proficient typing skills
Positive, can-do attitude Caring &amp; community-oriented
Strong Service &amp; Sales skills &ndash; showing a desire for our Members to succeed 
SCHEDULE*
Monday through Friday 8:00 am &ndash; 5:00pm
Saturday 9:00am - 12:00pm
*Schedule is subject to change based on Contact Center needs.
Staff members work every other Saturday in exchange for time off during the week. 
PERFORMANCE MEASUREMENTS:
<ul><div>Member support functions are efficiently, effectively, and accurately performed in accordance with established policies and procedures.
</div><div>Communications are professional, friendly, and appropriate.
</div><div>Problems are courteously and promptly resolved at first request.
</div><div>Good working relationships and coordination exist with peers and with management. Supervisor is appropriately informed of area activities.
</div><div>Additional Operations Department duties are handled accurately, completely, and timely.
</div><div>The Credit Union&rsquo;s professional reputation is maintained and conveyed.</div></ul></div>

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