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The Company
A well know market leading technology organisation.

Role
The jobholder will provide technical support relating to products and associated systems. Providing technical advice to customers and product support teams both via the telephone and face-to-face whilst on client site.

Main Responsibilities
• Drive the highest levels of customer service across the team
• Reduce and maintain call wait times across the team
• Create and improve flowcharts for repetitive queries each month
• Innovate and improve department process in all areas
• Drive product quality by business cases for frequent issues with trend analysis
• Coaching junior and senior staff as well as setting and measuring goals
• Driving online services to aid customer self help
• Create and test issues for frequent problems and enhancements
• Setting high positive personal standards as an example to others
• Taking responsibility to motivate others to succeed

Required Experience
• Strong “hands on” experience of team management, appraisals discipline, motivation and morale
• Experience of a contact centre with high incoming volume

If you are interested in the above position please email your CV to mark@callcentreassociates.co.uk

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Published at 26-03-2008
Viewed: 553 times