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Senture, LLC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

🤝 B2B

🏢 Enterprise

B2B • Customer Support • Enterprise

Senture, LLC is a leading provider of multichannel contact center and business process outsourcing (BPO) solutions. The company partners with clients to elevate customer interactions through strategic insights and effective service delivery. With a strong emphasis on technical support and customer satisfaction, Senture operates in both public and private sectors, leveraging their 20 years of experience and over 4,000 employees to drive performance and exceed client goals.

📋 Description

• Evaluate customer interactions using established quality standards and scoring methodologies • Monitor calls, chats, and other customer contacts to ensure compliance with client requirements, policies, and procedures • Identify performance trends, improvement opportunities, and best practices through quality reviews • Deliver constructive coaching and feedback to agents to improve performance, customer satisfaction, and service delivery • Collaborate with Team Leaders and Operations management to develop targeted coaching and performance improvement plans • Provide timely responses to quality-related inquiries, concerns, and recommendations • Analyze quality data and prepare reports that highlight agent performance, quality trends, and operational insights • Maintain accurate quality documentation and records • Support calibration sessions to ensure scoring consistency and quality standards are applied fairly • Assist with special projects, audits, and additional duties as assigned

🎯 Requirements

• High School Diploma or GED equivalent • U.S. Citizenship required • Ability to obtain and maintain required federal clearance • Must be eligible for internal transfer and not currently on any corrective action • Previous call center, customer service, quality assurance, training, or coaching experience preferred • Proficient in Microsoft Office applications, including Excel and Word • Experience working with call center systems, quality monitoring tools, and performance metrics • Strong customer service mindset with a passion for helping others succeed • Excellent verbal and written communication skills • Effective coaching, mentoring, and employee development abilities • Strong analytical and investigative skills with the ability to identify root causes and recommend solutions • Detail-oriented with strong organizational and time management skills • Ability to handle sensitive situations professionally and maintain confidentiality • Strong problem-solving and decision-making capabilities • Ability to gather, analyze, and interpret data to make informed recommendations • Collaborative team player who can build positive relationships across departments • Ability to multitask and manage competing priorities in a fast-paced environment

🏖️ Benefits

• Eligible for remote work