Senior Agent - Inbound Call Center, Remote in Tulsa, OK area

• *Tulsa, OK - Remote** The Opportunity One Senior Agent is needed to join the leadership team, covering the 8:00 PM to 6:30 AM shift (CST) Thursday, Friday, Saturday, and Sunday. Must be open to onsite training as needed. What You’ll Do: The Sr. Agent in the overnight environment is responsible for assisting with Inbound Call Representative activities. This role works with the overnight Workforce Management (WFM) team to ensure calls are handled within service level KPI’s and will assist in handling escalation calls transferred to the Sr. Agent by the other agents. As with any leadership role, reliable attendance is crucial. Some other tasks: • Patiently assist Reps who have questions around cases and call handling • Willingly work both US and UK case and call types (we will train) • Handle calls during peak call volume, without hesitation • Work cases when not assisting Reps or handling inbound call volume • Create a supportive atmosphere among the overnight team • Share trends and areas of opportunity with the TMs. Why You’ll Love Working Here We are committed to building a workplace where every employee is welcomed and valued. We believe in wowing our clients and taking care of our employees. You’ll enjoy… • Hourly rate of $15.50, plus bonus opportunities, and a $1 shift differential for hours worked between 8 PM and 6 AM. • Paid time off and paid holidays • Medical Insurance benefits, including no-cost virtual doctor visits. • Dental, Vision, Paid Life Insurance, and Pet Insurance • 401K with company match • Career advancement opportunities – we love to promote from within! • Fun and motivating work environment that we expect you to maintain and enhance • Training to set you up for success in the role What You'll Bring: • High school diploma or GED required. • MUST be at least 18 years of age • Minimum of 18 months of contact center experience. • Knowledge of the Merck Home Again program, and willingness to share it • Demonstrated ability to anticipate and solve problems, and make decisions • Ability to multitask and manage a calm-to-busy environment. • Exceptional interpersonal, customer service, problem solving, verbal and written communication skills, and conflict resolution skills. • Ability to communicate professionally. • Ability to motivate the team while holding them accountable. • Proficiency with the technology needed to succeed in the role. • Must be able to pass a federal level background check and drug screen • Must have a quiet, designated workspace when remote. This role is not a substitute for childcare, eldercare, side gigs, et. The Team Avantive Solutions is a rapidly growing global business providing contact center and business process outsourcing (BPO) solutions; we’re the frontline for some of the most recognized companies in pet care and telecommunications. We take pride in delighting our clients, engaging our teams, and giving back to our local communities! We support a purpose-driven culture that thrives on innovation, embraces inclusiveness, and welcomes fresh perspectives. At Avantive, our collaborative environment allows our employees to learn daily and do meaningful and impactful work. Avantive Solutions employees work in an exciting environment that demands exceptional performance and offers great benefits. If you like being part of a growing company and fast-paced team, you'll love your career with us! We are an equal opportunity employer. Apply now at www.avantivesolutions.com/jobs Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Apply tot his job Apply To this Job