Contact Centre Operations

So, what’s the role all about?

Concierge will strive to deliver excellence in all conversations by connecting with leads to qualify or un-qualify them for our customers by engaging leads through SMS, and email. We ensure every lead we engage with is helped in an accurate and timely manner, while discussing their interests, over their preferred channel of choice.  

Conversations are handled with empathy, positivity, and a willingness to meet all their needs. Qualified leads are connected with our customers when they’re available for live transfers or through our call connect system. This position requires extensive computer experience as well as a thoughtful, quality driven approach to lead engagement.

How will you make an impact?

• 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.  

Have you got what it takes?

• 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

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Reporting into: Manager , Contact Center Operations
Role Type: Individual Contributor