SUMMARY Initiates, coordinates, and executes various operational support functions for the Contact Center that are specifically related to special care and attention (white gloves/VIP) to members transportation services and needs, including quality checks, controls and trainings, transportation appointments confirmations, customer quality surveys, and outreach programs.
DUTIES & RESPONSIBILITIES Coordinates the appointment confirmation process, including quality assurance, assignment of calls, verification of call completion and training of process; ensuring adherence to established protocols and quality expectations.
Coordinates the white gloves/VIP program, focusing on improvement of quality service for the contact center and reduction of member incidents and complaints.
Coordinates outreach to high-risk members, ensuring continuity of transportation, efficiency and a positive member experience.
Contacts members to investigate dissatisfaction or complaints specific to transportation services, to resolve the problem and avoid formal grievances.
Performs transportation appointment confirmation calls for VIP and high-risk members.
Facilitates member education calls for new and VIP members that will frequently travel, explain our services, and establish member expectations.
Coordinates the NPS process for the center, interacting with account management contact to ensure surveys are conducted and results are received, reviewed, and reported.
Works with Quality Assurance team and contact center supervisor to coordinate training and coaching when needed to improve or correct incoming and/or outgoing call quality.
Conducts research and analysis of contact center metrics and compiles statistical reports.
Assists in development and implementation of department systems and procedures as needed.
Assists with visitors scheduling, coordinates meet and greets, and contact center visitor tours.
Works with other Alivi teams to assist with special projects as needed.
Performs other related duties as assigned by management.
REQUIREMENTS & QUALIFICATIONS Associates Degree or equivalent.
3 years related experience, or equivalent combination of education and experience.
Excellent verbal and written communication skills.
Strong organizational, problem-solving, and analytical skills
Ability to manage priorities and workflow.
Ability to understand and follow written and verbal instructions.
Ability to deal effectively with a diversity of individuals at all organizational levels.
Good judgement with the ability to make timely and sound decisions.
Ability to work independently and as a member of cross functional teams.
Versatility, flexibility, and a willingness to work within constantly changing priorities.
Acute attention to detail.
Commitment to excellence and high standards.
Strong interpersonal skills
Bilingual (English / Spanish) is required.
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