Resolution Agent Coordinator Canada
About The Position
The Resolution Agent Coordinator supports Contact Center agents by providing real-time assistance with complex booking-related issues. The role promotes first-contact resolutions, accepts and handles escalations, and serves as a subject matter expert on MSC policies, procedures, and systems. It also contributes to agent development, process improvement, and overall Contact Center performance. The position supports a seven-day-a-week operation across multiple markets, with regularly scheduled hours that include evenings, weekends, and holidays. Schedules may be adjusted based on business and staffing needs. When assigned a closing shift, the agent must remain on queue and active until all calls are answered.
Requirements
- At least 2 years of Contact Center or similar customer service experience.
- Consistent record of performance, attendance, and professionalism.
- Strong collaboration skills and willingness to support peers and business initiatives.
- Strong written and verbal communication skills.
- Bilingual proficiency in Quebec French (Québécois) and English.
- Ability to troubleshoot complex issues effectively and make sound decisions.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Flexibility to work scheduled evenings, weekends, and holidays, and to accommodate schedule adjustments based on business and staffing needs.
Responsibilities
- Provide real-time support and guidance to Contact Center agents on booking, guest service, and policy-related questions.
- Use strong interpersonal skills and empathy to de-escalate situations.
- Provide immediate solutions to achieve first-contact resolution for guests and travel advisors.
- Follow up with guests and travel advisors, provide feedback, and oversee problems through to resolution.
- Accept escalated calls from agents, guests, and travel advisors and provide next-level support.
- Escalate unresolved issues to the department leader when necessary.
- Track interactions to support analysis, training, and process improvement.
- Route and redirect issues to appropriate touchpoints.
- Ensure proper resolution, documentation, and closure of issues.
- Recommend procedure modifications and continuous improvement opportunities to leadership.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
