Senior Coordinator, Contact Center Operations - Seller Support Agent

Position Summary...

What you'll do...

Resolves seller/supplier issues through multiple channels (phone, chat, email, etc.) by responding to their tier 1-3 (complexity/technical level) inquiries and escalated issues by providing subject matter expertise; taking appropriate resolution actions or advising seller/supplier on actions to be taken; assisting peer agents' inquiry actions to determine if additional support is needed; researching issues and seller/supplier history to provide appropriate resolution; ownership of complex contact issues for sellers/suppliers by thorough investigation and troubleshooting of issues to identify root cause(s) and full resolution options; recognizing trends in issues and contact types and appropriately communicating or escalating issues to contact center management, training and quality team, or appropriate teams; and partnering with key stakeholders as required to resolve issues.

Identifies and communicates trends from seller/supplier feedback by collecting the required data fields within CRM (salesforce); ensuring accuracy of data collected within each seller/supplier interaction used for analyzing data and comparing with the current and best practices for contact center operations.

Completed ownership of managing your allocated work; providing guidance appropriate escalations on unresolved issues; and maintaining high quality resolutions, productivity, within minimal re-open rate on issues worked.

Develops, communicates, and implements processes and practices to meet business needs by collaborating with managers, co-workers, sellers/suppliers, 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; and adapting quickly to changing processes and encouraging peers to do the same.

Leads by example and participates in teams by using and sharing resources, information, and tools; determining seller/supplier 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.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications
1 year's experience in retail operations, contact center operations, or a related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Supervisory

Associates: Business Administration, Associates: Merchandising

Draper, UT, United States

8261_R-442437