ADDRESS: USA-NC-Salisbury-2085 Harrison Road

STORE CODE: Contact Centers (7228773)

Retail Business Services is the services company of leading grocery retail group Ahold Delhaize USA, providing services to five East Coast grocery brands: Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the size and scale of the local brands to and provides 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. For more information, visit https://www.retailbusinessservices.com.

POSITION SUMMARY:

Responsible to support and monitor call activity.  Perform QA audits.  Partner with Brand leads to identify and execute any admin training.  Works one on one with Administrators I & IIs to ensure performance standards are met.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Responsible for the hiring, coaching, performance management, development and engagement of assigned associates
• Reviews daily call/case performance metrics with Admin I or manager I Contact Center
• Coordinate refresher training needs to help improve Admin I & II performance as needed
• •Review QA results and provides ongoing feedback/coaching to associates
• Provide daily on-the-fly training with admins as the need arises
• Communicates & manages daily lunch/break schedules for Admin I & II
• Provides support to monitor call activity - escalates issues to Manager I Contact Center
• Identifies QA, call/case trends (areas of opportunity) and provides recommendations to Manager I Contact Center
• Monitor contact volume and adjust team responsibilities as needed
• Manage team performance and respond to impacts to schedule as necessary
• Identify & coordinate with training teams refresher training needs to help improve Admin I or II performance
• Monitor statuses and escalate issues to Manager I Contact Center
• Collaborates with Manager I Contact Center and participates with monthly and yearly one on one performance meetings
• Lead and motivate a high performance team to deliver excellent technical and operational support with a high degree of customer satisfaction
• Handle escalated calls and all call types during peak demands
• Prepared to work and support activities that occur in a 24x7 team environment

BASIC REQUIREMENTS:

• 3 Years of relevant Experience
• Associate's Degree
• Bachelor's Degree (Preferred)

SKILLS AND ABILITIES:

• Experience as Admin II preferred, deep understanding of call center processes & practices
• Strong Leadership skills
• Customer centric focus
• Ability to work in fast paced environment
• Ability to multi-task
• Office 365
• Excellent communication skills

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.

If you have a disability and require assistance in the application process, please contact our Talent Acquisition Department at tad@retailbusinessservices.com>

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, currently providing 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 provides 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. For more information, visit https://www.retailbusinessservices.com.

Retail Business Services leverages the scale of the local brands to drive synergies and provides industry-leading expertise, insights and analytics to local brands to support their strategies with services including Business Integrity Services (Legal, Risk Management, Quality Assurance), Business Services (HR Technology Systems and Process Management), Communications & Omnichannel Service Center, Finance Business Services, Financial Planning & Analysis, Human Resources, Indirect Center of Excellence, Information Technology, Pharmacy Services, Retail Innovation Center of Excellence, Store Development, Leasing & Facilities Support, and Strategy & Business Development. Retail Business Services is committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued.