Radial Cosmetics Admin Lead in Pueblo, Colorado
Cosmetics Admin Lead
Job Number: JO-2104-6938
Location: Colorado - Pueblo
Employee Group: Regular
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Radial is now hiring forAdministrative Leadin Pueblo, CO.
The Administrative Lead is accountable for balancing labor expense priorities with client service level agreements within the vertical. The incumbent is the primary contact for real-time agent and customer concerns. The incumbent is responsible to ensure all client inquiries are addressed and responded to timely and accurately. They are the primary contact for email traffic control. This role is primary to overseeing the success of daily/weekly client service level agreements. Current SLAs are below:
Phone calls – At least 80% of calls answered within 30 seconds with a less than 5% abandon rate
Chats – Average speed of answer (ASA) within contractual goals with a less than 5% abandon rate
Daily eTime oversight and approval
Manage daily and weekly average service level for phones, and average speed of answer for chat (see SLAs above)
Constant oversight on incoming volume across phones and chat and balancing the staff between channels.
Manage agent skilling for all brands to ensure the vertical is meeting client service level agreements across all brands and all channels
Escalation of urgent intraday issues such as promotional, system or website issues
Adjusts agent breaks in real time during volume spikes
Monitors and reacts to agent call offs and NCNS to ensure adequate coverage
Monitors agent AUX and After Call productivity levels. Issues UT to reduce labor expense when volume is low
Utilizes the Over/Under Report , the Enterprise Hourly updates and other reports to project and respond to needs
Manages the UT request form when offering UT. Ensures close out of the agent's request after the UT is provided
Manage PTO requests, handles external calls from agents with personal issues
Works to solve and resolve agent issues and backfill any scheduling shortfalls
Quickly resolves agent system issues and password resets to impact productivity
Dexterity to react to calls and chats in queue i.e. adding in support team members to assist
Utilizes Microsoft Teams or other resources to communicate to agents what channel they may need to assist in based on incoming volume
Maintains open communication with all agents in Microsoft Teams to react and respond to agent and customer concerns
Manages and solicits Under Time and Extra Time and follows up on schedule recommendations
Manages chat agent concurrency
Manages queue team assignments and productivity
Watches for chats holding - If chats are holding respond by assigning more agents to the channel.
Actively monitor number of chat agents online to ensure the vertical is ready to respond to incoming volume
If there are not enough agents online for chats, make the agents aware. Request that the agents contact you prior to going offline - even if it is scheduled break. This will ensure you have adequate staff
When passing the floor to the next Admin Lead completion of a pulse check or recap of the day’s business impacting events is required. Responsible to complete an in-depth report of what occurred during the rotation so it is clear to see volume impacts throughout the day
Primary contact to respond and oversee that all client emails are responded to timely and accurately.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals will need to sit for long periods of time possibly up to 95%. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as needed.
Cosmetics vertical experience required – 6+ months preferred
Flexibility to work a non-traditional schedule on a year- round basis
Six months’ customer service or sales experience preferably in a high volume call center or retail environment dealing with high end or luxury products or services
Demonstrated ability to solve and resolve problems to deliver customer satisfaction.
Above average performance as it relates to time management, productivity, and accuracy
Excellent verbal, written, and interpersonal communication skills
Experience with database/Internet research/data processing
Experience using Microsoft Office products such as Word, Excel, Access, Teams, etc.
Integrity in reporting
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
Radial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Radial is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing. We will work to assist disabled job seekers whose disability prevents them from being able to apply online.