Assisting in the daily operation of the call centre to ensure KPIs are met and maintained in line with company defined objectives. Ensuring the process is compliant with the agreed quality guidelines. Ensuring customer complaints are actioned and resolved as per service guidelines.
Assisting in the development and implementation of projects to improve performance against targets. Assisting in the analysis of performance and identification of improvement areas. Understanding the regulatory, fair trading and competition rules relating to the role enough to be able to comply with them.
Seeking specialist support where appropriate. Actively supporting company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information. Coaching and mentoring team leaders/managers while assisting in their training and development.