Bilingual Spanish - Helpdesk Analyst

Call routing: "During the pilot we ll prioritize routing retail leads, a higher incidence of which don t ultimately get confirmed, to triage agents when available, as well as DIB upon launch. Regular weekly calls with pilot agents to gather feedback on the successes of the pilot, what could be improved, and any customer feedback that might be gathered from calls.

Bilingual Spanish is a plus

"Call routing:
"During the pilot we ll prioritize routing retail leads, a higher incidence of which don t ultimately get confirmed, to triage agents when available, as well as DIB upon launch
"Triage agents will attempt to contact the customer to confirm business need
"Triage agents will route confirmed leads to dedicated sales consultants
"We will prioritize language needs via Spanish Speaking CS agents as needed
"Reporting: manual tracking as CRV does not currently support campaign setup for monitoring

"Triage agents will be expected to maintain impeccable pipeline management including:
"Tracking contact attempts
"Scheduling calls with pilot sales agents
"Succinct and detail notetaking in referrals
"Pilot sales consultants will be expected to manage:
"Callbacks after speaking with clients
"Following up with customers on documentation/signings
"Working with contract validation and underwriting
"Welcome Call to ensure activation

Referral Assignment:
Triage agents will receive referrals from lead assigners in normal volume
This allows triage agents to also handle inbound calls during pilot
Referral volume for triage agents can be adjusted as we determine the best workload balance
Pilot sales consultants will not receive referrals from lead assigners
This allows sales consultants to be available for handoffs from triage

Phone Skilling/Prioritization:
Triage agents will remain BAU in the phone queues
If we later decide to increase their priority this can be adjusted as needed
Pilot sales consultants will be removed from phone queues to avoid inbound calls
This will ensure they are available for handoffs from triage

Feedback Sessions:
Regular weekly calls with pilot agents to gather feedback on the successes of the pilot, what could be improved, and any customer feedback that might be gathered from calls

"Examine the number of referrals triage agents can successfully work in an hour/day to gauge what this might look like if applied across CS
"Gather feedback from pilot agents to determine what is and what is not working
"Record any comments or feedback from clients regarding additional handoff (as applicable)
"Adjust pilot as needed to ensure accurate outlook of pilot s success

"Review overall pilot conversion rate compared to overall conversion rate of CS across the same period of time(as well as confirmed conversion vs overall CS)
"Evaluate feedback gathered by pilot agents and consider adjusting pilot for additional testing as needed
"Determine effectiveness of triage model compared to one-call-close model


EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.