21 days old
2018-07-252018-09-02

Agent Operations Specialist

San Antonio, TX 78284


As a member of our Agent Operations team, you will learn the intricacies of the business operations of teams that are coming on board to our client and develop a strategy for how to integrate them. You will ensure that agents have a great experience as they join and assimilate with the client, working with leaders across each department to ensure that all are equipped to serve the requirements of the new team. You will be responsible for the transition of incoming agents, ensuring theyre trained in all client systems and practices, and have the unique opportunity to improve existing processes as the client expands into new markets.





Responsibilities will include the following:



+ Ensure confidential and comprehensive preparation for First Day, First Week, and First 90 days for agents


+ Prepare and process new agent transfer paperwork and new agent orientation materials and lead First Day agent onboarding


+ Deliver group and personal training sessions for agents


+ Lead presentations and agent training sessions on our innovative proprietary technology and other key tools and platforms


+ Collect feedback and insights from agents, and share with product experts who can identify patterns and themes


+ Earn the trust of agents as you offer guidance, knowledge, and product tips


+ Serve as concierge to effectively coordinate with other departments regarding their involvement in the transition process for new agent


+ Supplement ongoing systems and IT training and provide support for agents


+ Promptly field incoming requests from agents and ensure that issues are resolved both promptly and thoroughly, with a strong customer-service mindset


+ Monitor agent satisfaction with onboarding and support processes while tracking learning and comfort level


+ Constantly iterate and improve client onboarding processes and effectively keep the organization abreast of improvements



Job Requirement



+ This role requires 75% domestic travel


+ Typically Monday to Friday for 3 weeks at a time


+ Training and project timelines may require travel closer to 100% at times


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Agent Operations Specialist

Accenture
San Antonio, TX 78284

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Agent Operations Specialist

Accenture
San Antonio, TX
US

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