Agent II

Position: Agent II - Day
Position Overview

The Agent II - Day serves as a subject matter expert for daytime contact center operations, supporting agents with complex inquiries, system challenges, and policy interpretations. This role handles advanced call types that require deeper knowledge of products, regulations, or processes in a highly regulated federal environment. The Agent II provides floor support by answering "how-to" questions, validating decisions, and ensuring consistent application of procedures while contributing to the development and maintenance of knowledge articles, scripts, and training materials based on recurring questions and trends.

Key Responsibilities

• Handle complex or exception-based customer interactions that require advanced understanding of policies, systems, and regulatory requirements in a federal customer service environment.
• Provide real-time floor support to agents, answering questions, validating decisions, and assisting with research or system navigation to ensure accurate service delivery.
• Identify knowledge gaps and recommend updates to scripts, frequently asked questions, and knowledge articles to improve first-contact resolution rates.
• Partner with trainers and quality specialists to translate recurring issues into targeted coaching or training content that addresses agent development needs.
• Participate in user-acceptance testing and feedback sessions for new or updated systems and processes from an end-user perspective.
• Track and communicate trends in customer issues, errors, and escalations to operations leadership for root-cause analysis and process improvement.
• Support new-hire and cross-training efforts by modeling best practices and participating in small-group coaching sessions.

Required Qualifications

• High school diploma or GED; some college coursework or Associate's degree preferred.
• 3-5 years of experience in the relevant contact center domain, including prior subject matter expert or mentoring duties with demonstrated excellence.
• Proven ability to answer inquiries, resolve problems, fulfill requests, and maintain call center databases while documenting customer interactions accurately.
• Strong capability to handle subject matter expert inquiries, assist other team members, and contribute to training of new hires.
• Experience participating in quality assurance activities and updating job knowledge through educational opportunities and knowledge management.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Preferred Qualifications

• Experience as a top-performing senior agent in a mission-critical contact center environment.
• Familiarity with knowledge management tools and content governance practices.
• Background in government customer service operations requiring compliance with strict regulatory standards.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge,

Skills and Abilities

" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.