Contact Center Operations Job in Pune at Nice

Nice is hiring for the role of Contact Center Operations!

Responsibilities of the Candidate:

• Input leads responses, notes, and disposition statuses into the assigned incoming lead profiles.  
• Utilize systems to gather and confirm information prompted by incoming SMS/email. 
• Provide exceptional customer service, and written communication skills while working independently with discipline and motivation to succeed in a virtual environment.  
• Read and comprehend previous "Lead to Concierge" interactions to accurately continue the conversation to determine a qualified or unqualified lead.  
• Coordinate and confirm incoming leads that inquire about national services provided by our clients.  
• Accurately document all conversations according to standard operating procedures in our console.  
• Thoroughly follow client and department standards and system procedures.  
• Display a positive team focused attitude with the ability to adapt and embrace change to fit business needs.  
• Thrive in an ever-growing and ever-changing environment.  

Requirements

• High school diploma or equivalent required (graduate)
• Minimum 2-4 years of previous experience working in customer service required.  
• Ability to type 30 WPM required. (recommend increasing to 45 – 50 WPM)
• Your performance will be measured by 
• Quality 85% or higher 
• AHT 45 seconds 
• Schedule adherence 93% 
• Accurately schedule appointments 
• AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus