We’re looking for a candidate to fill this position in an exciting company.
Investigate and seek remedies for issues which may be adversely affecting Contact Centre performance.
Analyse business performance information, including (but not limited to) Scorecards, Quality reports, Workforce Management reports, and take action to improve performance.
Review customer contacts i.e. inbound/outbound calls, chats and e-mails for each team member using suitable methods e.g. side-by-side, remote real time, recorded. Use the results from call evaluations, focused coaching and enhance team members’ performance.
Actively performance manage staff to maintain a high level of service quality and operational efficiency
Manage developmental activity for team members
Degree desired but not necessary
Experience in managing a team through coaching, mentoring, developing and motivating others
Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
Takes pride in delivering what is promised in line with the customer and service expectations
Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
Proficiency with personal computers and basic software packages and specialised applications
Have a positive, can do attitude with a desire to get things right first time every time, and works around limitations
Can use their own initiative with the ability to focus on the important details to deliver a high quality professional service
Problem solving and Decision making skills including a desire to do things better, to identify and set and strive for stretching goals