Job Description

As a Senior Agent, you will assist achieving team goals by supporting the team members with the following: assisting with training activities, answering questions for the team and users with DRO related queries. You will also have responsibility for achieving your own daily processing targets and for executing some of the more complex delivery items. Support the Team Lead in providing clarification around process changes, updating the team on new processes and educating agents on best practices. You will also be responsible for engaging with team to drive Game Plan and sending day end reports.

Primary Responsibilities

  • Assist in identifying solutions to more complex DRO related queries
  • Provide quality risk review service and consistently meet SLA targets while always focusing on resolving cases efficiently and utilizing time productively
  • Assist users with DRO process workflows
  • Identify, recommend and implement process improvements
  • Communicate relevant information on a timely basis to Agents & Team Leads and escalate issues or complex delivery items when required
  • Mentoring new and junior agents on best practices

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Qualifications

·       Strong work ethic, taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values

·       Positive, target delivery focused attitude and experience of a service delivery environment desirable

·       Excellent time management skills and able to proactively and independently manage workload and targets

·       Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately

·       Familiar with MS Office and able to manage multiple tools / web browsers at one time

·       Excellent Problem Solving and Organisation Skills

·       Team player capable of proactively learning on the job, sharing information and skills in a global team environment and support junior members of the team

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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