Job description

Address: USA-NC-Salisbury-2085 Harrison Road
Store Code: Contact Centers (5117079)

Retail Business Services, ranked No. 25 on Fast Company’s 2022 100 Best Workplaces for Innovators, is the services company of leading grocery retail group Ahold Delhaize USA, which includes Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop.

Job Objective:
Provides performance reporting to Customer Support leaders. Provide direct training to agents for new and existing associates.
Complete QA scoring for agent population and provide to supervisor for administration.

Primary Duties: Responsible for ensuring all training is completed for:
New agents onboarded
Existing agents via path training
Existing agents on updates, new systems, new programs, etc.
Utilize reporting and suggestions from Analyst/WFM team to plan for additional training classes and new hire training
Responsible for completing quality assurance checks on all agents’ calls, cases and tickets each period
Maintain and distribute a QA scorecard that will be folded into the agent’s period metrics to share with supervisors for their 1:1 meetings and coaching moments
Analyze results from QA to provide suggestions on areas that require additional training
Create follow up surveys for after new hire training to see if there are any areas that need additional focus
Track new hire agent’s training closely and identify those who are struggling early or not meeting expectations to communicate suggestions to the supervisors/leadership team
Identify any major issues with QA and communicate those quickly with backup data to the supervisors/leadership
Remain engaged and up to date on the processes agents are to use in their daily work to ensure QA scores are accurate and fair
Assist in research on specific concerning calls/cases or trends raised by operations team

Skills:
Proficient in Excel and Reporting tools and Software
Ability to Partner and Collaborate with other team members - Excellent interpersonal and Communcation Skills
2-4 Years in the relevant area of expertise
Associate Degree or Eqivalent work experience

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Retail Business Services currently provides services to five omnichannel grocery brands, including Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the scale of the local brands to drive synergies and provide industry-leading expertise, insights and analytics to local brands to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued.
Retail Business Services is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law. We provide reasonable accommodations to applicants and employees with disabilities. As important as what we do is how we do it. Our team embodies our values of Courage, Care, Teamwork, Integrity and Humor in everything that they do. We have a culture of care that values and celebrates the qualities and perspectives that make us all unique.
If you have a disability and require assistance in the application process, please contact our Talent Acquisition Department at tad@retailbusinessservices.com .
For more information, visit https://www.retailbusinessservices.com .

Job Requisition: 303480_external_USA-NC-Salisbury_442023

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