Key Accounts Advisers
7 days ago
To support the real time daily operation of the standard account teams. Ensuring colleagues adherence to scheduling, maximising performance through monitoring invoicing volumes, dialling activity system and resource planning tools. Being the main point of support for colleagues with queries relating to tariffs, processes, tasks and customer related enquires.
You will.
- Ensure all advisers for each shift are ready to start shift on time
- Support all colleagues with managing daily targets
- Produce weekly reports on key learning needs, training requirements
- Create learning and key issues logs and share with management team
- Be responsible for IT issues and service incidents Liaise with CS/Tech
- Work with outsource partner to field operational questions and issues
- Complete SA work as normal approx. 25% of working week
- Work with L&D to create training to support internal and outsourced colleagues with key demands and compliance
- Any other tasks that support standard accounts to managed to maximum efficiency
You will have...
- Previous supervisory experience
- Experience of managing resource and adherence in a contact centre environment
- Able to communicate clearly with colleagues across various levels/roles
- Ability to maintain accurate, up to date and appropriate records
- At least 2 years' experience in a customer facing role
- Experience in gathering, analysing and interpreting data
- Experience of managing complaints
- Experience in adopting a coaching style with others
You will have...
- Strong planning and organising skills
- Attention to Detail/ Quality and Accuracy
- Relationship Management
- Results driven
- Enthusiastic, Conscientious, and professional
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