Deskripsi Pekerjaan
Join our global support team as an Agent Support Representative and become a vital part of our client-facing operations. In this dynamic role, you'll empower agents through targeted compliance training initiatives aligned with ViaAcademy standards, ensuring regulatory adherence and service excellence. You'll drive operational efficiency by overseeing seamless processing workflows, implementing performance optimization strategies, and resolving complex escalations with precision. This position offers the opportunity to shape agent development programs while maintaining rigorous quality control standards across international client portfolios. Ideal for detail-oriented professionals with a passion for mentorship and process improvement, you'll collaborate with cross-functional teams to enhance service delivery metrics and implement continuous improvement initiatives.
Tanggung Jawab
- Deliver comprehensive compliance training to agents and staff supporting ViaAcademy programs
- Ensure smooth processing of operational workflows and documentation procedures
- Monitor agent performance metrics and implement targeted coaching interventions
- Resolve complex escalations and provide real-time operational support
- Develop training materials and compliance guidelines for global teams
- Collaborate with QA teams to maintain service standards across regions
- Document operational insights and recommend process enhancements
Kualifikasi
- Bachelor's degree in Business, Communications, or related field
- 2+ years experience in customer support or training roles
- Strong knowledge of compliance frameworks and training methodologies
- Excellent communication skills with ability to train diverse teams
- Proficiency in CRM systems and learning management platforms
- Ability to analyze performance data and implement solutions
- Experience with cross-cultural team coordination