Contact Center Agent

What's The Role

The Contact Center Agent is a contracted position in Nassau that ensures that all BTC inbound and outbound interactions meet high standards of quality, efficiency, and compliance. This role drives operational excellence by monitoring performance, coaching agents, and implementing best practices. The Team Lead collaborates across departments to resolve issues, improve processes, and enhance overall customer satisfaction.

What You'll Do

Customer Interaction & Service Delivery

• Handle inbound and outbound calls, chats, and emails professionally and efficiently.
• Accurately identify customer needs and provide timely, effective resolutions.
• Ensure proper call handling techniques including greeting, verification, issue resolution, and closure.
• Deliver a positive customer experience in every interactions

Performance Management

• Consistently meet or exceed all assigned KPIs.
• Actively participate in coaching sessions and apply feedback to improve performance.
• Demonstrate continuous improvement in call handling, quality, and productivity.

Quality Assurance Compliance

• Adhere to all quality standards, scripts, and regulatory requirements during customer interactions.
• Ensure all required steps (verification, documentation, compliance statements) are completed.
• Maintain accuracy and completeness in all customer records and system updates.

Adherence & Attendance

• Maintain strict schedule adherence, including login/logout times, breaks, and assigned shifts.
• Follow all attendance and time-off policies.

First Contact Resolution (FCR)

• Resolve customer inquiries on the first interaction whenever possible.
• Escalate issues appropriately when resolution cannot be achieved at the agent level.
• Minimize repeat contacts by providing accurate and complete information

Systems & Documentation

• Accurately document all customer interactions in CRM systems.
• Utilize available tools and resources effectively to resolve customer issues.
• Ensure all notes are clear, detailed, and compliant with company standards

Process Adherence & Improvement

• Follow all standard operating procedures (SOPs) and call handling workflows
• Identify and bring forward process gaps or customer pain points to supervisors.
• Support continuous improvement by adopting new processes and tools as implemented

Collaboration

• Work collaboratively with supervisors, team members, and support departments.
• Participate in training sessions, calibrations, and team meetings.
• Maintain a professional and respectful work environment.

What You'll Need

Knowledge and Experience

• Associate Degree in Business Administration or Telecommunications is preferred but not required.
• 3-5 years experience in customer service or IT field.
• Strong verbal and written communication skills

Skills & Abilities

• Excellent communication and interpersonal skills with the ability to work collaboratively across departments.
• Detail-oriented with strong problem-solving skills and a focus on continuous improvement.
• Proficiency in system software tools and MS Office Suite