Value Added Services Technical Expert

Description - Uses ability as a VAS Expert to contribute to the development of new VAS Transformation in innovative and effective ways. Expert knowledge on E-Mail, Case and Calls coaching with a primary focus on the English, French and Spanish scope. Initiative and soft skills knowledge are required to resolve problems. Work is completed independently and has ability to handle most unique situations. Frequently determines methods and procedures for new assignments. Supervise the activities of other non-exempt employee.

Responsibilities:

• Monitor the service event through completion for compliance.
• Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.
• Leads in projects for process or quality improvements and documents changes.
• Works with escalated customers and drives actions in post incident reviews.
• Acts as a mentor and may provide some supervision of other non-exempt employees. May provide input on training material for new and existing processes. Provide training to new and existing employees as needed. Process expert and subject matter expert on standard and nonstandard delivery types.
• E-Mail ,Case and Calls coaching with a primary focus on the Italian, English and French scope
• Agents Coaching including regular 1:1 dedicated for quality metrics reviews and feedback
• Handling of complex escalation received in Generic mail box
• Delivery of Monthly report of quality improvement

Education and Experience Required:

• High school education or equivalent; some college level education preferred.
• A minimum of 5+ years general experience, or equivalent combination of experience and college level education

Knowledge and Skills:

• Superior communication skills both written and verbal
• Understands internal processes and tools
• Computer proficiency
• Problem solving skills
• Accuracy in data entry
• Excellent fluency in English & French & German / Spanish languages
• Experience in a phone based role
• Familiarity with computer technology
• Time management skills
• Oversee compliance with operating procedures and standards
• Advanced knowledgeable in call routing and case management processes and obligation systems.
• Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
• Organizational skills to manage workflow and tasks
• Process analysis and documentation
• Ability to mentor and train new agents
• Ability to participate or lead in projects for process or quality improvements