The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.
Enable the successful resolution of core customer-facing work
- Provide consultative guidance for day-to-day case handling and approve losses for your service(s) and region(s).
- Act as Delivery’s first line of escalate support and handle high severity/sensitivity cases, including taking over severe/sensitive case from an Ambassador when required and handling supervisor approvals and call requests
- Manage slack/zoom consultations and act as floor support for team
Set up a well-oiled operational environment
- Ensure the teams’ work is balanced and that inbound volume is handled by managing queues, triaging cases, and assigning ambassadors to work
- Ensure the team is skilled in CCPAM and has the tools they need to do their work; you also act as the first point of contact for troubleshooting IT issues
- Be accountable for maintaining the team schedule, ensuring proper coverage, conducting real time workforce management, liaising with WFP, and supporting the planning of peak seasons
- Think critically and constantly evaluate our operations, proposing changes in tools, workflows, or best practices
Collaborate with cross-functional partners and stakeholders
- Summarize and escalate issues to high level stakeholders when appropriate
- Step in as a consultative escalation point for other Delivery teams handling complex cases
- Maintain a deep knowledge in our policies and operations, and you act as POCs for CS teams to understand how things work in your service(s) within Delivery
Provide recommendations and insights on service performance
- Report out on ambassador, team, and service performance trends to Delivery leadership
- Provide insights & recommendations for how to improve service delivery
- Close the loop with Training for areas where all Ambassadors need improvement
Act as support for Delivery leadership as requested
- Document ways of working, best practices, and the norms for your service(s)
- Provide insights about staffing vs. volume to the Supervisor or Managers for your service(s)
- Support continuous improvement activities by acting as a SME/POC for projects, launches, or changes
- Sit on a hiring panels and support upskilling and onboarding of new teammates
- Help drive internal Delivery improvement initiatives as assigned by your manager