Respond to calls inbound / outbound.
Lead the day strategy and keep full communication w / team trough Team’s Chat
Monitoring specialist calls to ensure best practices are met.
Perform 1st level escalations for customer satisfaction.
Respond to team inquiries with regards to calls / off phone assignments giving direction
Advising manager of best business practices when communicating with other departments to insure any need is met.
Monitoring Avaya to ensure service level agreements are met and agents are adhering to their schedule
Responsible for HHOSST email box
Updating and monitoring all processes. Delivering them to the team.
Responsible for working all Order Escalations sent to Leadership email
Provide coaching to specialists.
Review Dynamics reports to make sure all functions are being handled correctly and efficiently.
Responsible for monitoring all outbound functions (Chargebacks, Spreadsheet, Decline Reports, etc.) are being worked and handled correctly.
Responsible for generating and Monitor the Decline Reports.
Education and Experience Required :
Knowledge and Skills Required :
As part of the Sales Support team, this crucial role will report directly to the Sales Support Manager and will be responsible for leading, controlling, reporting and executing HP shopping second level tasks.
Being a successful leader and contributor can open doors for your career - many of our employees go on to manage major roles and responsibilities.