Duties/Responsibilities:
Track agent engagement across platforms such as NICE and Balto.
Monitors service levels, dropped calls, and call behaviors (transfer rates, hold times, & disconnects)
Troubleshoots and/or escalates technical concerns or anomalies as needed.
Submit and track tickets for application and technical support.
Maintain agent tagging and administrative configuration within Balto.
Participate in QA user testing and support the rollout of new features and tools.
Delivers training support for NICE and Balto.
Supports audits, reporting, and tech optimization efforts
Conduct regular Caller ID accuracy checks
Required Skills/Abilities:
Excellent Communication Skills: Strong written and verbal communication skills, able to provide constructive feedback in a clear and supportive manner.
Detail-Oriented: Ability to analyze large sets of data and identify trends, patterns, and key areas for improvement.
Organizational Skills: Exceptional time management and organizational skills, with an ability to meet quotas and deadlines effectively.
Service-Oriented Mindset: A strong desire to contribute to both customer experience improvements and agent development.
Analytical Expertise: Skilled in reviewing call data, performance metrics, and customer records to drive informed decisions and continuous improvements.
Technical Skills: Familiarity with QA systems, CRM platforms, and contact center technologies.
Education and Experience:
Education: High School diploma or equivalent required; a college degree is preferred.
Experience: Experience in a contact center or customer service environment is preferred, with hands-on experience in quality assurance or a related field.
iFIT is a global health and fitness subscription technology company that provides unmatched fitness experiences and solutions to its growing community of six million engaged members across 120 countries. iFIT’s industry-leading brands – NordicTrack®, ProForm®, Weider, Freemotion®, and Sweat® – are powered by the iFIT-integrated health and fitness platform, which seamlessly connects the company’s proprietary software, experiential content, and interactive hardware. Based in Logan, Utah, with offices in Paris, Shanghai, Sydney, and Manchester, the company offers immersive, adaptive, personalized workout experiences for every fitness level and interest. iFIT delivers these patented interactive experiences through an extensive offering of live and on-demand workouts across the industry’s broadest range of connected fitness modalities. iFIT is a technology leader and pioneer in the health and fitness industry, with more than 400 issued and pending patents.
