Address: USA-MA-Quincy-1385 Hancock Street
Store Code: Contact Centers (5116918)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose:

Responsible to support and monitor call activity. Ensure proper staffing levels, while coordinating daily activities. Review daily agent performance metrics to ensure team performance. Partner with Training Teams to identify and any admin training. Works One on One with Admin I & II s to ensure performance standards are met.

E-commerce enviroment

Duties and Responsibilies:

•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

Qualifications:

• 3- 5 Years in the relevant area of expertise
• Bachelor's Degree preferred

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Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. When considered together, the companies of Ahold Delhaize USA comprise the largest grocery retail group on the East Coast and the fourth largest grocery retail group in the nation, serving millions of omnichannel customers each week.

Job Requisition: 380553_external_USA-MA-Quincy_6132024