Main Duties:
Achieve and improve on personal and departmental KPI's (Key Performance Indicators)
Resolve escalations in a professional manner
Preparation and delivery of morning briefs
Conduction weekly and monthly 121 reviews
Managing probationary periods
Demonstrate active communication skills
Investigate agent written complaints
Managing performance and SLA
Managing absence, timekeeping and agent breaks
Managing floor and resolving queries to give first time resolution
Daily, weekly and monthly reporting
Managing and planning time effectively
Complete all administration accurately and with the highest quality
Managing Agents results and feedback
Participate openly in your personal development
Skills and Experience:
Minimum of 1 year's experience of working within a Call Centre environment.
Experience of working within a target orientated environment.
Minimum of 1 year's customer service experience (written and telephone)
Ability to organise efficient use of time
Skilled in multi-tasking
Highly self motivated, confident and assertive
Target driven
Team orientated
