Financial Protection Programs Lead

Job description

The Lead Roadside Assistance Intake Agent oversees the intake process for roadside assistance requests and provides guidance and support to the Intake Agent team. Support the Roadside Contact Experience Supervisor in monitoring agent activity with a focus on call quality and communication effectiveness. Be a subject matter expert for the agent team to rely on for quick answers and resolutions of next steps. Ensure that the team is handling all incoming requests and maintaining a high standard of service and performance. On occasion as a lead agent, you may be required to take ownership of a call to deescalate or assess a situation for severity to escalate to appropriate teams for resolution. Create an environment to share and engage with the team best practices to enhance the customer experience and meet performance targets. What You'll Do: · Oversee and assist the Intake Agent team in handling incoming roadside assistance calls. · Monitor accuracy and quality of key information, communication around the membership and program benefits. · Serve as a point of escalation for challenging situations or complex cases. · Survey real-time performance and provide feedback to Intake Agents...