Customer Experience Lead Call Center Agent

About EWorld Enterprise Solutions, Inc.

eWorldES was founded in 1999 and has become a proven and trusted company in the Information Technology and Solutions development community in Hawaii. Our staff of over 450 associates provide a wide range of skills and experience that we leverage to form efficient, multifaceted, collaborative project teams. Our success derives from the delivery of quality results and the development of our people.

We are devoted to our clients and working in partnerships with organizations to meet and exceed their goals. Our extensive network of experience allows us to construct and deliver quality, scalable, and comprehensive enterprise solutions and innovate and modernize local businesses in Hawaii.

About The Role

• Customer Experience (“CX”) Lead Call Center Agent plays a pivotal role in providing leadership, guidance, and support to the CX call center team.
• Responsibilities includes overseeing day-to-day operations, mentoring agents, ensuring high-quality customer interactions, and contributing to continuous improvement initiatives.
  
  

What You'll Do

• Monitor and evaluate customer interactions to ensure compliance with company standards and procedures.
• Keep the team informed about product changes, service updates, and best practices.
• Share knowledge and insights within the team to improve performance.
• Oversee the maintenance and accuracy of the knowledge base used by customer service agents.
• Ensure all information provided to customers is up-to-date, relevant, and meets their needs.
• Implement strategies to address recurring customer concerns and improve satisfaction.
• Foster a culture of continuous learning and professional development within the team.
• Serve as a point of escalation for complex issues and support agents in resolving challenges.
• Act as a liaison between the customer experience team and upper management.
• Provide regular reports to management on team achievements and ongoing challenges.
• Coordinate and conduct training for both new hires and existing agents.
  
  

Qualifications

• Proven ability to provide constructive feedback and coaching to agents, fostering continuous improvement and professional development.
• Demonstrated experience in tracking and communicating key performance indicators, ensuring that team targets are consistently met or exceeded.
• Strong collaboration skills, working effectively with team members and cross-functional departments to resolve customer issues and improve overall service quality.
• Experience working with project teams to address customer concerns, driving improvements in the customer experience and service delivery processes.
• Proven track record of identifying opportunities for process improvement and enhancing operational efficiency within a customer service or call center environment.
• Skilled in managing team schedules, breaks, and work assignments, ensuring optimal coverage and resource allocation during regular and peak hours.
• Ability to address staffing needs during peak times or special circumstances, ensuring minimal disruption to service levels.
• Experience in analyzing customer feedback to identify trends, recurring issues, and areas for service improvement, implementing strategic solutions to address these challenges.
  
  

eWorldES is committed to competitive, equitable compensation ranging from $20 to $25 per hour for this Contract position. Final pay, influenced by factors such as experience, skills, education, licenses/certifications, and/or geographic location, underscores our dedication to pay equity. Top-range hiring is reserved for exceptionally qualified candidates. Our decision-making considers internal and external factors to craft compelling final offers.

The Pay Range For This Role Is

20 - 25 USD per hour (Remote - United States)