Resolution Specialist, Contact Center

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About the position

Responsibilities

  • Manage customer interactions in a contact center environment using various communication mediums.
  • Analyze customer issues to understand perspectives and provide appropriate solutions.
  • Oversee contact center operations, including staffing plans and resource management during lean periods.
  • Implement process improvement plans based on customer feedback and trend analysis.
  • Gather and interpret data to ensure quality and completeness in contact center systems.
  • Communicate effectively with stakeholders to investigate and resolve contact center issues.
  • Support the implementation of business solutions by building relationships with key stakeholders.

Requirements

  • Fluency in English and French, both written and orally.
  • 6 months' experience in retail, contact center operations, or a related area.
  • 1 year of experience with basic computer processing/data entry software.

Nice-to-haves

  • Experience in retail or contact center operations.

Benefits

  • Competitive pay with performance-based bonus awards.
  • Health benefits including medical, vision, and dental coverage.
  • 401(k) plan and stock purchase options.
  • Company-paid life insurance.
  • Paid time off (PTO) including sick leave, parental leave, and bereavement.
  • Short-term and long-term disability benefits.
  • Company discounts and Military Leave Pay.
  • Adoption and surrogacy expense reimbursement.
  • Live Better U education benefit program covering tuition, books, and fees.
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