(IND) SENIOR RESOLUTION COORDINATOR, CONTACT CENTER

Job Description

Position Summary... What you'll do... Develops communicates and implements processes and practices to meet business needs by collaborating with managers coworkers customers and other business partners analyzing and applying information from multiple sources monitoring progress and results and identifying and addressing improvement opportunities Demonstrates promotes and supports compliance with company policies procedures and standards of ethics and integrity by explaining guiding and demonstrating how to apply these in executing business processes and practices implementing related action plans using the Open Door Policy and assisting management with correcting ethical and compliance issues and problems Leads and participates in teams by using and sharing resources information and tools determining customer needs and business priorities coordinating and executing work assignments providing advice feedback and support to ensure timelines and work quality are achieved and modeling and helping others with how to adapt to change or new challenges Requires knowledge of daytoday activities performed in customer care service operations Ticketing systems and other tools used to handle customer requests Escalation matrices Customer request process lifecycles To be able to provide customer service by sharing accurate and timely information with customers utilizing quality guidelines and resources and partnering with stakeholders as needed Supports customers with live contactrelated questions restricted account actions concessions approvals and other operational support and performs research as needed Documents routine workflows resource requirements dependencies and criticalities Responds to incoming specialty processes escalated issues and support requests by monitoring incoming requests Escalates systemic issues using available tools for example Gemba Leadership JIRA Requires knowledge of principles and techniques of customer communication Application and allocation of business communication stylestechniques Communication stylesnorms through different interaction channelsTo be able to listen to customers understands processes and prioritizes customer needs then provides solutions Demonstrates an ability to speak write and present clearly Seeks help to understand company protocols for communicating with different types of customers Applies the concept of customer analysis to deliver relevant communications Requires knowledge of problemsolving methodologies and tools Precedence and use cases for business problems Barriers to effective problemsolving for example confirmation bias mental set functional fixedness groupthink paradigm blindness To be able to use factfinding techniques and diagnostic tools to identify and break down business problems related to contact center operations Suggests multiple alternatives approachessolutions for contact center issues based on internal and external benchmarking Understands the perspectives of each involved stakeholde

Required Skills