Contact Center Agent – Contract (Nassau)

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 through performance monitoring, coaching, and process improvement.

Key responsibilities

• Handle inbound and outbound calls, chats, and emails professionally, identifying customer needs and delivering timely resolutions.
• Meet or exceed assigned KPIs, participate in coaching sessions, and continuously improve call handling and productivity.
• Adhere to quality standards, scripts, and regulatory requirements, completing verification, documentation, and compliance steps.
• 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 ensure notes are clear and compliant.
• Follow standard operating procedures, identify process gaps, and support continuous improvement initiatives.
• Collaborate with supervisors, team members, and support departments, participating in training, calibrations, and meetings.

Required profile

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

Required skills

• Proficiency with Microsoft Office Suite.
• Experience using CRM systems for documenting customer interactions.