Resolution Specialist, Contact Center

About the position

This fully remote position requires fluency in both English and French,
focusing on customer communication within a contact center environment. The
role involves managing customer interactions, analyzing issues, and
implementing process improvements while ensuring high service levels and
effective communication across various channels. The candidate will also be
responsible for overseeing contact center operations, staffing plans, and
utilizing data analytics to enhance decision-making and customer service
practices.

Responsibilities

• Manage customer interactions in a contact center environment using
various communication mediums.

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• Analyze customer issues to understand perspectives and provide
appropriate solutions.

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• Oversee contact center operations, including staffing plans and resource
management during lean periods.

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• Implement process improvement plans based on customer feedback and trend
analysis.

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• Gather and interpret data to ensure quality and completeness in contact
center systems.

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• Communicate effectively with stakeholders to investigate and resolve
contact center issues.

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• Support the implementation of business solutions by building
relationships with key stakeholders.

Requirements

• Fluency in English and French, both written and orally.

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• 6 months’ experience in retail, contact center operations, or a related
area.

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• 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.

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• Health benefits including medical, vision, and dental coverage.

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• 401(k) plan and stock purchase options.

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• Company-paid life insurance.

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• Paid time off (PTO) including sick leave, parental leave, and
bereavement.

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• Short-term and long-term disability benefits.

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• Company discounts and Military Leave Pay.

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• Adoption and surrogacy expense reimbursement.

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• Live Better U education benefit program covering tuition, books, and
fees.

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