Job Summary
We are looking for a dedicated Senior Process Executive - L&P with 1 to 3 years of experience in contact center operations. The ideal candidate will have strong technical skills in contact center management and domain expertise in employee and group benefits policy owner services. This role requires proficiency in both Spanish and English and the candidate must be willing to work night shifts from our office.
Responsibilities
Manage daily operations within the contact center to ensure efficient and effective service delivery.Provide exceptional customer service by addressing inquiries and resolving issues related to employee and group benefits policies.Utilize technical skills to navigate contact center systems and tools ensuring accurate and timely responses to customer queries.Collaborate with team members to identify and implement process improvements that enhance service quality and operational efficiency.Monitor and analyze performance metrics to ensure compliance with service level agreements and identify areas for improvement.Conduct regular training sessions for new and existing team members to ensure they are equipped with the necessary skills and knowledge.Handle escalated customer issues with professionalism and empathy ensuring satisfactory resolution.Maintain up-to-date knowledge of company policies procedures and product offerings to provide accurate information to customers.Prepare and present regular reports on contact center performance highlighting key achievements and areas for improvement.Participate in team meetings and contribute to the development of strategies to enhance customer satisfaction.Ensure adherence to all regulatory and compliance requirements in the handling of customer information.Support the implementation of new technologies and processes within the contact center to improve efficiency and service quality.Foster a positive and collaborative work environment encouraging team members to share ideas and best practices.
Qualifications
Possess a minimum of 1 to 3 years of experience in contact center operations.Demonstrate strong technical skills in managing contact center systems and tools.Exhibit domain expertise in employee and group benefits policy owner services.Show proficiency in both Spanish and English with strong reading writing and speaking abilities.Display excellent customer service skills with the ability to handle inquiries and resolve issues effectively.Have experience in monitoring and analyzing performance metrics to ensure service quality.Be capable of conducting training sessions and supporting team development.Maintain up-to-date knowledge of company policies procedures and product offerings.Demonstrate the ability to handle escalated customer issues with professionalism and empathy.Prepare and present performance reports highlighting key achievements and areas for improvement.Ensure compliance with regulatory requirements in handling customer information.Support the implementation of new technologies and processes within the contact center.Foster a positive and collaborative work environment encouraging team members to share ideas and best practices.
Certifications Required
Certified Contact Center Professional (CCCP) or equivalent certification in contact center management.
