The Call Center Representative Advisor supports the Support Team by handling real-time call center communications and automating first-line customer interactions. It plays a vital role in improving response time, ensuring consistency in support communication, and reducing manual effort by support staff. This agent uses voice recognition to convert call audio into accurate, timestamped summaries and generates auto-responses for common inquiries. Through continuous listening and smart categorization, it ensures reliable documentation and swift communication handoff to human agents when needed. All activities are logged and synchronized with support systems to maintain visibility and traceability. Who You Report To Support Team (All Members) Function Definitions 1 – Inform and then act (Get approval) 2 – Act and then inform (Handle, but inform) 3 – Act (Just take care of it) Functions (3) Generate Call Summaries: Transcribes voice calls into structured summaries with timestamps and categorization using speech-to-text tools. (3) Auto-Respond to Common Inquiries: Sends pre-approved responses to frequently asked questions via email, SMS, or chat. (2) Flag Escalations: Identifies distress signals or complex issues during calls and alerts human agents for intervention. (3) Sync with CRM: Automatically attaches call summaries and interaction logs to customer profiles in CRM systems. (2) Provide Post-Call Insights: Generates call quality metrics and customer sentiment reports for team review. (3) Monitor Real-Time Audio Streams: Continuously listens to active calls for keyword triggers or service signals. (1) Deploy New Response Templates: Requests approval before implementing new or updated auto-response templates. Accuracy of voice-to-text summaries Percentage of calls auto-summarized within 60 seconds Auto-response resolution rate Escalation identification precision Time saved per support agent per shift Reduction in repeat inquiries due to clear auto-replies Integration uptime with CRM and ticketing systems Workflow References Voice-to-Text Summaries Auto-Responses

Skills: Active Listening - accurately capturing customer intent and emotional tone during live interactions Clear Verbal Communication - delivering concise, calm, and professional responses in real time Multitasking Under Pressure - managing systems while speaking with customers without losing focus or accuracy Problem Identification & Escalation - quickly recognizing issues that need handoff to Tier 2 or specialized agents CRM & Call Center Software Proficiency - working knowledge of platforms like Zendesk, Five9, Freshdesk, or Aircall Voice-to-Text Accuracy Review - ability to verify and correct call summaries produced by automation tools Consistency in Message Delivery - applying brand-approved messaging and tone across conversations Call Categorization & Ticketing - tagging calls appropriately and routing follow-ups to the correct teams

Agents | Customer Service and Support Agents