Senior Associate Manager
Senior Associate Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Team Leads primary focus is to oversee coach and develop Customer Care and Data Admin Agents to respond to customer supplier and dynamic partner inquiries resolve issues and answer a range of questions. The Team Lead will monitor email/call volume email backlogs monitor actions/responses of the agents for the purpose of maintaining and improving the quality and integrity of the resolution. The successful candidate will be able to coach Mortgage agents de-escalate potential issues and communicate with all parties effectively. The position requires an individual that is quick thinking with good judgment who is able to apply comprehensive and in-depth knowledge of day to day operations of the customer service and data admin departments. Responsibilities: - Manage and enforce level 1 PCI compliance standards - Ability to monitor and report on call / email queue volume including but not limited to: inbound call volume inbound email queue volume break and lunch adherence. - Assist in agent goal setting practices - Take escalated calls - Enforce company and call center policies and procedures - Provide feedback on potential issues and follow up processes - Flag any potential legal issues or unresponsive suppliers - Maintain SLA standards; including follow up timeline - Strong collaboration with Training department.
Qualifications :
Our most successful candidates will have: Technical skills (Basic Computer Skills) - Ability to use the computer system. - Booting and shutting down computer - Basic level familiarity of Operating System (Windows 11 and Up) - Usage of MS Office suite (MS Outlook MS Word MS PowerPoint and MS Excel) - Ability to clearly understand the problem statement. - Strong Written Communication Skills with Business English capabilities - Steady Speech Rate with ability to articulate clearly and concisely. - Team facilitation and training skills - Strong decision making and problem solving skills - Effective change leadership skills - Ability to work well under pressure - Ability to de-escalate customers; conflict resolution skills - Ability to formulate and deliver specific actionable feedback - Basic understanding of P&L concepts - Voice and accent skills Ability to communicate fluently. Key Competencies - Must be employed with Viator for minimum of 90 days - Shift flexibility is mandatory - Direct experience with the Customer Care- Ability to work accurately and meet SLA guidelines - Strong team player with the ability to work within a close environment - Positive can do attitude - Strong attention to detail - Willingness to take on project work when required - Excellent communication and time management skills - Proven problem solving skills
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
