Job Description
Responsibilities:
• Support the accomplishment of all contracted service level targets/agreements.
• Manage monthly and ad-hoc agent coaching and feedback.
• Assist in daily, weekly, and monthly quality assurance activities.
• Provides day to day support to the team and handle first level escalations as they arise or are assigned.
• Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes.
• Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management.
• Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles.
• Oversee and aid in new hire training and onboarding.
• Contribute to continuous learning activities promoting knowledge and skill development within the team.
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• Support the accomplishment of all contracted service level targets/agreements.
• Manage monthly and ad-hoc agent coaching and feedback.
• Assist in daily, weekly, and monthly quality assurance activities.
• Provides day to day support to the team and handle first level escalations as they arise or are assigned.
• Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes.
• Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management.
• Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles.
• Oversee and aid in new hire training and onboarding.
• Contribute to continuous learning activities promoting knowledge and skill development within the team.
<...
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