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

• Lead, direct, and optimize a team of telesales representatives in a consumer call center
• Drive revenue growth through effective sales and upselling strategies
• Ensure superior customer service and satisfaction
• Lead a consumer telesales organization to exceed customer experience objectives and manage people effectively
• Analyze data to develop and implement revenue-generating and continuous-improvement strategies
• Direct daily activities and execution of call centers and vendor operations to achieve revenue goals and reduce expenses
• Implement strategic policies and develop innovative initiatives for technology, corporate compliance, training, and workforce planning
• Collaborate with business areas to drive strategic alignment and manage change
• Maintain strong domestic and international vendor relationships
• Assign tasks and implement sales plans and company policies
• Influence hiring, firing, disciplinary, and promotional decisions for subordinates

Manager – Sales Loyalty, Bilingual Call Center

• Respond to high volume of inbound client/customer requests and inquiries
• Provide information and process basic customer profile changes
• Direct requests to other functional business teams
• Provide alternatives and options during phone calls
• Gather information and make appropriate decisions focusing on first call resolution
• Document customer interactions in the appropriate systems
• Resolve client/customer inquiries and requests over the phone
• Determine root causes and resolve client/customer issues
• Communicate with internal departments as necessary
• Enter semi-routine client/customer updates into the appropriate system

Call Center Representative jobs in Illinois

Junior Contact Center Team Lead

Manager – Sales Loyalty, Bilingual Call Center

Call Center Representative II