Subject Matter Expert

Posted October 10, 2020
Apply: The Results Companies


Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO

Vision Statement

Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Position Overview

The Subject Matter Expert is responsible for providing World-class support to the Call Center Agents and our clients' customers, as well as consistently driving to exceed performance targets. The SME supports and develops Results Associates by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

Duties and Responsibilities
  • Responsible for unknown issues escalations
  • Collects and validates information for System issues
  • Attends SME team call to report outgoing or unknown issues
  • Acts as the main point of contact for the Site
  • Responsible for call center floor communication. Updates bulletin board and broadcasts information through internal communication systems
  • Gathers data for specific reports: CST/PTN, VMU Issues Update and Further Actions, Call Drivers, AHT, Top Issues/CTMS.
  • Keeps track of Aux 2 coding, VTP, Extended breaks, Unavailable stations, Monthly issues and Phone Inventory.
  • Collects data for Fraud Escalations


Qualifications
  • Graduate from one of the Prepaid training classes
  • Experience as a Mentor
  • Excellent KPI's
  • Must have PERFECT ATTENDANCE for the LAST 30 DAYS
  • Proficient knowledge of Virgin Mobile Prepaid system
  • Proficient knowledge of inbound contact center environment
  • Must have excellent phone skills, customer service skills, analytical and troubleshooting expertise
  • Must possess solid verbal and written communication skills
  • Must be able to multi-task, handle escalated calls and upset customers in a professional and courteous manner
  • Ability to develop and motivate a team
  • Must be able to accommodate a flexible schedule
  • Superb listening, probing, negotiation and de-escalation skills needed
  • Must have analytical and troubleshooting expertise


Physical Requirements

QA Experience a plus
Resume of Readiness updated

The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability

Diversity Pipelines