Ccp/Shift Lead
• Receive inbound calls from Guests relevant to ULTA Beauty & Cosmetics Policies.• Relay & Answer Guest’s questions, as well as augmenting/transcribing full understanding of what information is being requested to team of over 70 Agents. • Assisted Team Captains/Assistant managers in various duties regarding Team Issues/ CCP’s schedules/ Adherence reporting.• Supervised Coaching to CCPs/ monitor & supervised / Team Building /Training• Document / transcribing all escalated calls with regards to Customer’s inquiries through recorded calls - implemented accurately using ULTA /Alpine software programs.• Knowledge of most ULTA products/Marketing sales/Weekly Promotions distribution • Provide quality Tech support service for CCPs live on call/ Client Program Support Training on live sessions, with one on one monitoring and coaching with CCPs/Agents• Communicate clearly and effectively with Client and Management Teams• Promote & Supervised good listening skills & managed length of calls/ (Average Handle time or AHT)• Recognizing and managing assertive customer call support excellence• Filing statistical reports/ Manager on Duty/ call recordings QA’s Transcriptions• Maintain compliance with SYKES safety, security, and privacy programs• Transcribed Day to day operations and key point of contact with all Agents CRM (Customer Relationship Management)
