THE OPPORTUNITY
To analyse inbound and outbound call statistics for the customer service team and present them to management. Recommendations to be made in relation to call patterns on how to improve performance in accordance to department KPI’s.
THE ROLE
Specific requirements of the role include;
· Assist customer services teams to reach predefined KPI’s
· Collate stats daily / weekly from numerous programs (CMS, Tiger, Avaya Dialer) and send to relevant mangers and team leaders
· Maintain the phone system at a basic level i.e. allocate skills and priorities to agents, use problem solving skills to fix physical phones problems, load campaigns into the Dialler, maintain wallboards
· Update Customer Service Director with a weekly commentary on Contact Centre performance, reporting on any variances in call patterns and reasons behind these
· Manage the call quality assessor and report on results
· Locate agent call recordings for management on request
· Quarterly presentation to the Exec
PERSON SPECIFICATION
· Microsoft Office including PowerPoint, Excel and Access
· Experience at presenting
· Problem solving
SALARY & LOCATION DETAILS
£20’000 - £23’000 + Bonus + Benefits
Essex
PROCESS & TIMEFRAMES
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; ryan@callcentreassociates.co.uk
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Worth