Contact Centre Agent

**Contact Centre Agent**

**Small office environment**

**Mon - Fri 9-5**

**Portadown**

Adecco Belfast are proudly recruiting on behalf of our client who is the market leader in the Hearing Specialist space. Due to growth and expansion of the company, this has opened an amazing opportunity for a Contact Centre Agent.

**Job Purpose**: The Contact Centre Agents are responsible for inbound and outbound call activity to ensure patient interests and inquiries are followed up on, and the Appointment Diaries are full.

The Contact Centre Agent must ensure call KPI's are kept at the required levels at all times to ensure organisation KPI's are achieved. Our KPI's are based around patient engagement and satisfaction, ensuring that all patients feel listened to and heardat every point in their patient journey with us.

**Main Duties/Responsibilities**:

- Patient Care - to provide a high quality of professional patient care to all inbound and outbound calls.
- Manage all inbound and outbound calls and ensure weekly, quarterly and annual targets are met, Clinic Diaries are full, and all patients feel engaged with their hearing healthcare, and feel that their hearing healthcare needs are being met.
- Diary Management - ensure all online Diary Management system notes and call statuses are correct, accurate and up-to-date
- Maintain Daily, Weekly and Monthly Reports.
- Ensure a minimum of one test appointment is booked each day per assigned Clinic Diary.
- Make 160+ dials per day in line with call connected and third-party rates as set out in KPI's.
- Follow approved call structure and/or scripting for inbound and outbound calls in line with ATRT.
- Achieve consistently the connected call conversion rate as confirmed by the Contact Centre Manager.
- Achieve a data to appointment conversion as set by the Contact Centre Manager, from time to time.
- Achieve consistently an appointment completion rate as set by the Contact Centre Manager, from time to time.
- Achieve consistently the third-party show rate as set by the Contact Centre Manager, from time to time.
- Review reports and personal performance against KPI with Contact Centre Manager or other Officer as assigned by the Managing Director or Sales Director.
- Comply with all Company policies and procedures.
- At all times comply with the duty of confidentiality as set out in the Data Protection Acts and EU Regulations/Directives, the Company Data Protection Policy as set out in the Staff Handbook and the Contract of Employment.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.