POSITION SUMMARY:
An analyst of the scripting team supports call centers or customer service operations by developing scripts for agents to follow during customer interactions.
JOB FUNCTION AND RESPONSIBILITIES:
The scripting analyst is responsible for creating, updating, and maintaining conversation scripts that guide agents in handling customer inquiries and support interactions. This role ensures that all scripts are clear, consistent, and aligned with the company’s policies, goals, and regulatory requirements.
-Key responsibilities include script development to write, edit, and optimize call center scripts for various scenarios, including customer service, collections, HRD, and other voice groups.
-Work with different departments to ensure that scripts align with company objectives and industry regulations.
-Continuously review and revise scripts based on agent feedback, customer interaction outcomes, and performance analytics.
-Ensure all scripts meet high standards of professionalism, clarity, and effectiveness. Stay informed about legal requirements, industry trends, and product changes, updating scripts as necessary to remain compliant and current.
QUALIFICATION:
- Strong written and verbal communication skills.
- Attention to detail and ability to create concise, clear, and effective content.
- Knowledge of customer service best practices and call center operations.
- Ability to work cross-functionally and manage multiple projects simultaneously.
- Proficiency in using content management systems and script management tools.
WORK SCHEDULE OR TRAVEL REQUIREMENTS:
8:00 AM – 5:00 PM EST Monday through Friday. Required to work a minimum of 1 day a month from the office. Must be flexible to support business needs.