Agent, CO Inbound Service

Position Summary:

This role is responsible for assisting the Consumer Outreach Coaches with the day-to-day management of the CO Inbound Service Agent teams. Responsibilities include daily communication with the coaches regarding overall team status, monitoring contact volumes, providing support and guidance to team members, processing reports, maintaining records, department metrics, sales, and QA Coaching, etc. This individual will work closely with the CO leadership and provide support and assistance regarding special projects. Must have excellent written and verbal communication skills along with the ability to lead and motivate agents.

Essential Duties and Responsibilities:

1. Act on behalf of CO Coaches when they are unavailable.
2. Provide back up support and guidance regarding employee performance issues for CO Inbound Service Agents.
3. Process daily reports including agent metrics and numerous push reports.
4. Monitor daily call and chat volumes and react by communicating changing needs with the Coach, team and OCU.
5. Plan and conduct team briefings as a backup to the Coaches.
6. Respond to inquiries from CO department employees for support and assistance with systems, programs, and policies.
7. Assist in managing daily workload for projects versus call volume and service level needs as they change.
8. Lead team and provide required support, training and development in the absence of the Coach.
9. Assist agents in handling special projects as needed.
10. Conduct trainings regarding assigned topics and new programs, support Training Specialists as Subject Matter Experts.

This job description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Coach or management.

Financial Responsibilities

N/A

Qualifications:

High School graduate or GED required.

Associates degree or equivalent preferred.

1-year customer service experience in a call center environment required

Assistant Supervisory or equivalent experience in a call center environment required.

Must demonstrate excellent organizational skills, and display sound judgment and decision-making abilities.

Advanced level of English proficiency in verbal and written communication skills and reading required.

Knowledge and Skills:

Expert knowledge of Consumer Outreach Business Rules.

Effective communication skills in spoken and written formats to support Agents and with both internal and external customers.

Must demonstrate excellent organizational skills, and be able to work independently and work well with others across other departments.

Must have strong presentation skills and be able to set and meet deadlines.

Must have the ability to multitask and manage multiple projects simultaneously.

Attention to detail and highly adaptable to change.

Ability to work in a fast-paced, metric-driven environment.

Must be able to sit at a call center workstation for extended periods. Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm with 90% accuracy from both spoken and printed sources.

Decision making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelines and offer alternatives as appropriate.

Sales skills including guiding Agents in positioning products to meet customer needs.

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to understand and explain promotions, basic accounting, commissions, and payments.

Demonstrated ability to utilize internal computer software and web-based resources. Ability to learn and utilize multiple systems in completion of job functions.

Ability to comply with internal policies, guidelines, and conduct standards and enforce with Agents.

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions the employee must regularly sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10-15 pounds. Must be able to sit at a call center workstation for extended periods in close proximity to others. Visual requirements include distant, close and color vision, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office.

Client-provided location(s): Pasay, Philippines

Job ID: royal_carribean-1195500400

Employment Type: OTHER

Posted: 2024-07-27T12:43:31