Call Center Rep handling member inquiries and loan support at A+ Federal Credit Union. Responsible for assisting members and promoting credit union services in a professional manner.
About the role
- Market Manager managing voice traffic across designated call center markets. Driving route optimization and performance analysis in a telecom solutions company.
Responsibilities
- Define and maintain routing strategies for assigned call center markets, ensuring optimal quality and performance
- Conduct ongoing market research to track trends, regulatory updates, and competitive developments in the voice landscape
- Analyze traffic patterns, route performance, and quality indicators (e.g. ACD, ASR, PDD) to identify issues and opportunities for improvement
- Propose and implement routing adjustments based on business priorities, traffic behavior, and destination-specific requirements
- Collaborate with the routing team to implement and test configuration changes across voice platforms
- Work closely with the voice support team to ensure operational stability and alignment with service expectations
- Support strategic initiatives such as regional optimizations, destination reviews, and market assessments
Requirements
- Minimum 1 year of experience in a Market Manager role, specifically focused on the Call Center voice product
- Strong analytical and problem-solving skills
- Ability to interpret complex data sets (CDRs, routing stats)
- Excellent communication skills
- A solid understanding of call quality metrics and performance indicators in the telecom industry
- Proficiency with telecom billing, routing, and performance management tools
- Fluent in English (writing and speaking)
Benefits
- Competitive compensation and benefits
- Vacation and time-off packages
- Stock options
- Dynamic, forward-thinking work environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Call Center Representative assisting members at A+ Federal Credit Union by answering inquiries and providing account support via phone. Promoting credit union products and services while ensuring quality customer service.
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