Vimal Deep

Essential Duties while Leading QA Department

• Divide monitoring work amongst the team members to ensure weekly monitoring targets are achieved.
• Assign team member to take care of additional monitoring requests.
• Send Trending Agent Reports monthly based on problem areas from monitoring.
• Represent QA and Floater teams with statistics; also represent them in meetings.
• Communicate with Leadership regarding performance and develop needs.
• Collect list of frequently asked questions from floaters and send a report monthly.

Essential Duties while Leading Resolution Experts

• Divide non- phone work each day based on floater schedule and choose team member as point of contact each day.
• Ensure availability of floaters to answer floater calls.
• Make team members aware of what is expected as an outcome each day (e.g., all web holds orders, address hold orders and escalated cases need to be answered by the end of the day).
• Ensure all credit approvals are processed in a timely manner.

Essential Duties as a Crew Lead

MANAGING PROCESS 20%

• Manages varying workload and assigned duties/tasks
• Maintains knowledge of company products and processes
• Proactively seeks to update processes when applicable
• Upholds the integrity of Garden’s Alive and its employees
• Maintains various reports and records
• Assists in organizing and assigning work

CENTER SUPPORT 30%

• Acts as a liaison and provides a clear line of communication between agents and management
• Represents the Contact Center to other departments
• Resolves routine, work-related problems within established practices
• Take escalated customer/ supervisor calls
• Monitor Not Ready time
• Monitor breaks/lunches
• Daily attendance tracking
• Provide coaching, training, and orientation as necessary

AGENT DEVELOPMENT 50%

• Monitors agent productive and unproductive work time through various reports
• Provides coaching, training, and development through Quality monitoring/observations
• Maintains accountability for responsible work functions and assigned agents
• Checks work and provides feedback on job performance to agents

Essential Duties as a Resolution Expert

• Provide the customer or agent with an excellent experience while engaging the customer/agent with professional courtesy and support.
• Assist customers/agents in a positive helpful manner with all questions and problems.
• Answer inquiries by clarifying desired information; researching, locating, and providing information such as order status, tracking of deliveries, product information, etc.
• Assist customers/agents with navigation of the site/intranet.
• Assist customers/agents with exercising our product guarantees.
• Receive and follow-through on Supervisor calls – ensuring that the customers issue is resolved; also, ensure that the customer is informed of the solution.
• If working internally within the Contact Center, Floaters may be asked to print documents, make copies and post to boards, as needed.
• Be the eyes and ears for Crew Leaders and Coordinator by providing feedback for development – when necessary.
• Keep in touch with our warehouse regarding orders that are stuck and take the next step to ensure resolution.
• Work to resolve discrepancies to ensure that we are providing excellent customer care – all the time.
• Provide support by receiving customer calls when necessary and when call volume demands.
• Work with all members of the support team and with management to continually improve delivery and services to our customers.
• Ability to meet and sustain minimum performance, attendance, and behavioral standards.
• Written Communications – Spelling skills, grammar, and legible handwriting
• Provide customer support in a timely and accurate way, via email and phone in a way that reflects our client's culture.

Essential responsibility as a Verification Officer

• Handling verification calls post sales to make sure the agent provided correct information about the product including cost.
• Validating sales and sharing feedbacks if required
• Attending weekly meetings with client and company owner to implement new strategies for better sales and revenue