Senior Problem Resolution Associate

Our story

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

To learn more about us, visit stradaglobal.com

We are seeking for a Senior Problem Resolution Associate

The Senior Problem Resolution Associate is aligned to a business group to support quality, training, coaching and administrative functions. The focus of this role is to drive improved customer outcomes by influencing the way we care for customers by increasing quality of interactions as well as reduced customer effort.
 
This role reports to the Operations Supervisor . As a Senior Problem Resolution Associate you will be responsible for assisting the Operations Supervisor in the supervisory activities including the training and coaching of CCRs on the team, evaluation of customer interactions, analysis of quality metrics, audit of transactions, and supporting activities within the center.  The Team Specialist will act as day-to-day subject matter expert on the client team with domain knowledge, client knowledge, tools, and processes.  It is critical for the Team Specialist to demonstrate expertise in core benefits and/or HR services, plan knowledge, procedures, best practices, as well as superior customer care skills.  It is expected that the Team Specialist exhibits a level of skill and knowledge that sets an example of excellence for fellow colleagues.  The Team Specialist may fill Temporary Operations Supervisor and Business Instructor roles as needed.

Requirements

This role requires subject matter expertise on Customer Care operational expectations (including Customer Satisfaction, Escalations, Personalized Care, Workflow Management Interaction Reliability, Personalized Care, Timely Closeout, Hold Time, Work Time, Schedule, Adherence, etc.) and the ability to coach and develop CCRs. This knowledge and expertise is used to influence and drive consistent results for assigned teams in order to deliver the highest levels of client/customer satisfaction.

• Minimum of 18+ months related call center experience preferred.
• Proficiency utilizing CC desktop tools and telephony system
• Knowledge of CC Quality Coaching and Personalized Care Model
• Strong time management and execution skills
• Ability to solve problems and create positive customer resolution to reduce escalation
• Ability to manage multiple priorities in a fast-paced environment 
• Multiple service domain knowledge preferred
• Large Market experience preferred
• Knowledge of Customer Care best practices
• Demonstrated experience in Customer Care operating environment
• Experience working with telephony technology
• Strong written and verbal communication and rapport building skills
• Experience with MS Word, Excel, SharePoint, and Outlook

Formal Education & Certification

• Bachelor’s degree or equivalent work experience required.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. 

By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, educati