Contact Centre Operations

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

Concierge will strive to deliver excellence in all conversations by connecting with leads to qualify or un-qualify them for our customers by engaging leads through SMS, and email. We ensure every lead we engage with is helped in an accurate and timely manner, while discussing their interests, over their preferred channel of choice. Conversations are handled with empathy, positivity, and a willingness to meet all their needs. Qualified leads are connected with our customers when they’re available for live transfers or through our call connect system. This position requires extensive computer experience as well as a thoughtful, quality driven approach to lead engagement.

How will you make an impact?

• Input leads responses, notes, and disposition statuses into the assigned incoming lead profiles.
• Utilize systems to gather and confirm information prompted by incoming SMS/email.
• Provide exceptional customer service, and written communication skills while working independently with discipline and motivation to succeed in a virtual environment.
• Read and comprehend previous "Lead to Concierge" interactions to accurately continue the conversation to determine a qualified or unqualified lead.
• Coordinate and confirm incoming leads that inquire about national services provided by our clients.
• Accurately document all conversations according to standard operating procedures in our console.
• Thoroughly follow client and department standards and system procedures.
• Display a positive team focused attitude with the ability to adapt and embrace change to fit business needs.
• Thrive in an ever-growing and ever-changing environment.

Have you got what it takes?

• High school diploma or equivalent required (graduate)
• Minimum 2-4 years of previous experience working in customer service required.
• Ability to type 30 WPM required. (recommend increasing to 45 – 50 WPM)
• Your performance will be measured by
• Quality 85% or higher
• AHT 45 seconds
• Schedule adherence 93%
• Accurately schedule appointments
• AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Reporting into: Manager , Contact Center Operations

Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.