Address: USA-MD-Hyattsville-8301 Professional Place Ste115
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 includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.
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 environment
Duties and Responsivities:• 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
#LI-ES1
At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent. Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.
We offer an experience where our associates are valued; Diversity, Equity, Inclusion and Belonging are infused in our business and our employees are representative of the communities that we serve. We believe in total wellness, which encompasses a blend of physical, financial and emotional wellness.
We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.
Job Requisition: 413663_external_USA-MD-Hyattsville
What We Do
Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more. Our team includes some of the best and brightest talent from a variety of backgrounds, ranging from decades-long careers in retail to fresh perspectives from outside our industry. With a purpose-driven culture grounded in our values of courage, care, integrity, teamwork and humor, we are committed to fostering a culture of belonging where everyone is valued. Our team shares a common motivation to drive change, take ownership and enable the brands we support to nourish their customers and communities. We thrive on supporting great local grocery brands and their strategies.
As part of the largest grocery retail group on the East Coast, we understand our vital role in enabling healthier people and a healthier planet and have an ongoing commitment to driving sustainable change that leads to a thriving food system, nourishes local communities, and creates a better world.
Why Work With Us
We love fresh perspectives, not just fresh produce. We believe that a diverse workplace fosters creativity, accelerates innovation, and helps us create an even better product. At PDL, you’ll find coworkers who are caring and committed, and who focus on dreaming big and getting things done.
Gallery
Ahold Delhaize USA Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
