This is a hybrid role, where 20-50% of the time will be spent on agent/back office/cost control tasks and 50-80% of the time on providing subject matter expertise on operations, including agreements, systems, processes and other quality and performance related matters.
The Expert Agent supports the Team Leader working closely together with them.
With this being a new role, the % between Expert tasks and production is currently an estimate.
There are likely to be variations on a weekly/monthly basis, depending on the needs.
The Team Leader is responsible for the coordination of the time and the prioritization of the tasks.
This position may require some travelling at times.
Key tasks:
Continuously build up own knowledge of operations, ensuring expertise level on agreements, systems, processes and other quality and performance related matters.
Provide subject matter expertise, guidance and support to colleagues as needed.
Identify knowledge gaps and provide training/coaching on the job.
Maintain training materials updated and create new ones as needed.
Provide training and support during the onboarding of new hires and when upskilling / cross skilling is needed.
Support TL in the implementation of work processes and routines.
Keep TL informed of any identified performance, quality or knowledge related issues.
Provide feedback and support in quality related matters as needed.
Be the central point of contact for production related matters and information for RSA Denmark.
Ensure timely communication and information of such matters to all employees of DK team in Spain.
Cooperate closely with TL keeping them informed and up to date.
Local Superuser of VIS and Pure Cloud.
Continue with normal customer service duties as needed, see job description for Agent.
Any other duties as instructed by management.
Requirements:
Proficient level of data skills and expert knowledge of VIS, Pure Cloud, portals and other relevant systems used in RSA DK operations.
Ability and interest to learn new systems and become the local superuser of these.
Good interpersonal and communication skills.
Native level of Danish and high level of English, written and verbal.
Organizational and planning skills, ability to prioritize tasks.
Willingness to give constructive feedback and coach colleagues (training will be provided).
Patience and calmness in all situations and ability to thrive under pressure/during seasonal peaks.
Proactivity and dedication to follow through on tasks to completion and to provide consistency.
Desire to strive for excellence and quality in all aspects of work.
Solution focus and adaptability to the demands of our ever-changing environment.
Attention to detail A high performer, someone who is in addition to an expert a great role model for others.
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