Administrator Associate Service Center

Delhaize America•Carlisle, PA

65d

About The Position

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more. Provide first level support to Call Admins with difficult and/or complicated calls and work with Primary Assignment Groups ( PAG's) "in the moment" on time sensitive issues. Assist Associate Service Center supervisors with daily operations including lunch/breaks schedules, special projects, Self-Service Tickets (SST's), and quality monitoring.

Requirements

Experience working in the company Associate Service Center department
High school diploma.
2 or 3 years' experience working in an office environment.
2 or 3 years' experience in a high volume customer service call center.
Detail oriented with excellent listening, telephone and communication skills.
Basic computer knowledge including good data entry skills.
Comfortable dealing with all levels of associates within the company.
Ability to ask relevant questions, clarify incomplete information and summarize key points in both verbal and written formats.
Ability to remain calm under pressure while delivering excellent customer service.

Responsibilities

Serve as the lead trainer, along with Team Leader Training, for new associate during their training and onboarding process. Act as a mentor to associate as they go through the training process.
Provide training, coaching, and assistance to call specialists to ensure they are adhering to established ASC call handling processes and procedures.
Assist Manager, Quality Specialist and Supervisors with implementing quality management suggestions by executing strategies and service level agreements to improve productivity, effectiveness and service delivery of the team to support continuous improvement.
Perform Call Admin duties as needed, within scheduled timeframes and with strict adherence to written procedures, to meet the Service Level Agreements of the Associate Service Center. Duties include answering and entry of inbound calls into ASC ticketing system and initiating outgoing calls for follow up on self-service tickets, etc.
Identify missing and inaccurate information in the Knowledge base, working with the PAG's to create new documentation when needed. Assist with creating and maintaining documentation on all current processes in the department.
Monitor recorded calls, live calls, and tickets. Track and analyze data to identify trends, anticipate problems, and identify training and coaching needs. Meet with ASC Leadership team to provide feedback on monitored calls and tickets to improve the quality of ASC.
Makes a positive contribution and gets along well with teammates.

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