Agilant Solutions, Inc.

Call Center Representative

• Supervise and support overnight contact center staff across retail and MSP service lines
• Provide real-time coaching and performance feedback
• Serve as the primary overnight escalation point for complex technical and customer service issues
• Resolve escalated issues and coordinate with on-call technical resources
• Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Collaborate with IT support staff and client technical teams during overnight maintenance windows
• Manage multi-tenant MSP operations, client-specific SLA monitoring, escalation procedures, and performance reporting
• Oversee Tier 1/Tier 2 technical support delivery, incident management, problem-resolution tracking, and knowledge-base maintenance
• Coordinate technical escalations with client IT teams and internal technical resources
• Ensure compliance with client procedures, security protocols, and documentation requirements
• Monitor and report FCR, AHT, SLA adherence, and CSAT metrics
• Maintain staffing rosters, queue assignments, and escalation contacts
• Delegate tasks and set deadlines for overnight analysts
• Ensure proper incident documentation and shift handoff protocols
• Monitor system performance, resolve problems, complete action plans, and coordinate handoffs to day-shift leadership
• Coordinate with Professional Services and Technical Account Managers for critical issue handoffs and client communication
• Prepare daily shift reports covering overnight activity, incidents, escalations, and performance metrics

Junior Contact Center Team Lead