Job Details

Seasonal Sr Fraud Specialist Floor/Workload

Company name
The Gap Inc.

Location
Groveport, OH, United States

Employment Type
Full-Time

Industry
Call Center, Retail, Customer Service

Posted on
Jul 30, 2020

Valid Through
Nov 12, 2020

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Profile

Seasonal Sr Fraud Specialist Floor/Workload','329849','!*!   The Floor and Workload Specialist position is a multifaceted role, which requires the ability to manage departmental service levels for phone, ReD , Salesforce, CCUI workload and internal chat.  The Floor and Workload Specialist also evaluates in the moment staffing needs (VTO and overtime).   Monitor/manage departmental service levels goals for phone, ReD, Salesforce, CCUI workload and internal chat.Coordinate Customer Support resources to ensure efficient use of staff and payroll.Access, recommend and manage department VTO and add hours. Prepare and maintain daily log of events (system, staffing, promo issues, etc.) that impact the customer experience and service level goals.Assist with all Customer Support workload utilizing fraud research judgment and fraud tools.Make proactive call outs to leadership when customer experience and departmental service levels are at risk. Partner with IT team to communicate, research and resolve IT ticket issues. Maintain flexibility in department responsibilities, willing to assist wherever and whenever appropriate. Initiate and maintain professional communications within the department and across the business. Partner with Supervisor to identify creative opportunities to improve upon customer support processes, thereby enhancing the customer experience. ','!*!  Knowledge of call center technologies including but not limited to: Avaya CMS Supervisor and IEX Workforce Management.Demonstrated ability to plan, prioritize and drive results.Proven ability to maintain composure under pressure.Proven problem solving and decision-making skills in time sensitive situations.Excellent time management, organizational and follow-up skills.Experience working independently without constant direct supervision or direction.Excellent analytical, oral, and written communication skills.Proven ability to successfully multi-task.Fraud background preferred.  1-2 years of college or equivalent experience.1-3 years of customer service and/or call center experience.PC skills: Microsoft Office—Word, Excel, Outlook or other software/database skills.   Competencies: Strategic OrientationExperimentationCollaborationAccountability        C','US-OH-GROVEPORT','US-CA-ROCKLIN, US-OH-GROVE CITY','Full-time','Gap Inc. Corporate','Customer Service','Heidi Murray','Heidi_Murray@gap.com','Seasonal Sr Fraud Specialist Floor/Workload']);

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Company info

The Gap Inc.
Website : http://www.gap.com

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