Senior Call Center Specialist

Company Description

Jobs for Humanity is collaborating with DXC Technology to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life.

Company Name: DXC Technology

Job Description

Looking for call center specialist ## Responsibilities • Lead inbound and outbound calls to diagnose customer needs, provide accurate solutions, and resolve issues on first contact whenever possible while meeting defined service levels. • Document every customer interaction in the CRM with detailed context, including issue description, steps taken, outcomes, and required follow-up actions. • Escalate complex or high-impact issues to Tier 2/3 with complete context, ensuring timely updates to customers on status and next steps. • Collaborate with product and engineering teams to identify known issues, communicate workarounds, and help prioritize fixes based on customer impact. • Provide coaching and knowledge-sharing for junior agents by delivering feedback, sharing best practices, and conducting peer-to-peer learning within shifts. • Conduct periodic root-cause analyses for recurring issues and participate in post-incident reviews to prevent recurrence and drive process improvements. • Monitor and report on key call center metrics (e.g., CSAT, FCR, AHT) and adjust approaches to maintain high quality while optimizing efficiency. • Ensure adherence to data privacy, security, and call recording policies across all customer interactions. • Actively participate in cross-functional process improvement initiatives to enhance the customer experience and reduce resolution times.