Contact Center Operations Representative (bilingual Spanish)

The Contact Center Operations Representative serves the membership through effective communication troubleshooting proactive learning deepening member relationships and member advocacy over the phone.

Core Job Requirements / Outcomes

• Maintain high service level standards by meeting or exceeding all service level metrics including but not limited to availability metrics NPS scores quality assurance score and adherence to addition utilize the TMA model of AIDINC while demonstrating empathy curiosity and expertise in all product and services to determine spoken and unspoken needs.
• Showcase a strong aptitude in quality decision making skills by demonstrating the ability to make sound decisions even in the absence of complete information and handling risk and uncertainty while relying on a mixture of analysis wisdom experience and judgement. Serve the heart of the member by creating alternate solutions that mitigate risk while still meeting the needs of the member.
• Ensure an exceptional member and employee experience by proactively bringing forward member friction points continuous improvement ideas and employee experience suggestions while maintaining member security and complying with applicable regulations.

Other Essential Functions

Qualifications :

Education :   High School Diploma or equivalent required.

Job Experience :   Minimum of two years customer service experience preferably in a contact center environment.

Software Skills :   Proficient knowledge of MS Office programs including Outlook Word and Excel.

Other Skills :   Strong written and verbal communication skills. Bilingual abilities including ability to read write and speak Spanish fluently is preferred.

Physical Demands :   Must be able to regularly talk hear and operate a computer keyboard and mouse and occasionally lift pull / push and carry up to 10 pounds with accommodations.

Work Conditions :   Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress fast-paced deadline-oriented environment.

Additional Information :

Please review our website for more information at  Work :

No

Employment Type : Full-time

Key Skills

Data Entry,Deputy,Drafting,Hibernate,Administration Support,Activex

Experience : years

Vacancy : 1