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.
,
• 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.