CS Operations - Contract (SPX Express)

About the Role

Provide real-time consultation and support to agents during customer interactions to ensure effective issue resolution and customer satisfaction. Monitor operational performance and drive timely follow-up actions to maintain service efficiency.

Responsibilities

• Provide real-time consultation and support to agents during customer interactions
• Monitor SLA performance, identify breaches or aging cases, and drive timely follow-up actions
• Review agent performance metrics (CSAT, QA scores, productivity, attendance) and provide ongoing coaching and development
• Monitor real-time operational metrics such as queue status, occupancy, hold time, talk time, and workload distribution
• Ensure agents adhere to assigned schedules, shifts, and break times
• Ensure compliance with SOPs, QA standards, operational guidelines, and company policies
• Coordinate with Operations teams and stakeholders regarding new features, SOP updates, process changes, and operational directions
• Support ad hoc operational tasks and projects as assigned

Qualifications

• Bachelor’s degree in any field
• Minimum 2–3 years of experience in a Call Center, Customer Service, or Operations role
• Prior experience in a Team Lead or supervisory role preferred
• Strong leadership, coaching, and problem-solving skills
• Excellent communication and stakeholder management skills
• Ability to manage multiple tasks and work in a fast-paced environment
• Familiar with SLA, QA, CSAT, and contact center KPIs
• Strong decision-making skills
• Proficient in Microsoft Office and call center systems/tools
• Able to work in shifts and 6 days per week