Be a positive role model and create a friendly work environment. Show up on time with a great attitude and maintain good performance. Keep open communication with management and team members. Handle incoming calls, chats, and work on tickets during busy times. Help other teams when they have too much work. Deal with more complex or urgent issues that require escalation. K

Understand the role and technical skills required of agents. Monitor and evaluate calls, chats, and tickets to identify deviations from organizational policies and standards. Synthesize and analyze interaction data to report on ticketing, QA scores, average handle time, timing, and other key metrics. Audit and review quality assurance processes and tasks, looking for cont

Create tickets for MACD requests (moves, adds, changes, and disconnects). Assist with activation of mobile phones and configuring the device for first time use. Assist users with placing orders in their online portal. Answer inbound phone calls. Respond to voicemails. Answer inbound chats. Maintain satisfactory quality assurance scores. Assist other teams with overflow wo

Ensure business requirements are clearly defined and communicated through the creation of Epics and User Stories that adhere to Agile and Scrum principles, and are aligned to business goals and expectations. Model Agile principles to increase speed and frequency of product delivery by maintaining and communicating groomed backlog, providing requirement prioritization for