Contact Center Agent (Contract)

About the role

The Contact Center Agent is a contract position based in Nassau, responsible for handling inbound and outbound customer interactions while ensuring high standards of quality, efficiency, and compliance. The role supports operational excellence by monitoring performance, coaching peers, and collaborating across departments to improve processes and customer satisfaction.

Key responsibilities

• Handle inbound and outbound calls, chats, and emails professionally, identifying customer needs and delivering timely resolutions.
• Meet or exceed assigned KPIs and actively participate in coaching sessions to improve performance.
• Adhere to quality standards, scripts, and regulatory requirements during every interaction.
• Maintain strict schedule adherence, including login/logout times, breaks, and shift assignments.
• Resolve customer inquiries on the first contact whenever possible and appropriately escalate when needed.
• Document all interactions accurately in CRM systems and keep customer records up‑to‑date.
• Follow standard operating procedures, identify process gaps, and suggest improvements.
• Collaborate with supervisors, team members, and support departments, participating in training and team meetings.

Required profile

• Associate degree in Business Administration or Telecommunications preferred (not mandatory).
• 3‑5 years of experience in customer service or an IT‑related field.
• Strong verbal and written communication abilities.

Required skills

• Proficiency with MS Office Suite.
• Experience using CRM systems.
• Ability to navigate system software tools efficiently.