Senior Call Centre Agent

3 weeks ago

Norwich, United Kingdom ZAFRA Full time

**About us**

ZAFRA is a Media Communications company with office in the Norwich (UK) and Durban (South Africa).

We're are a professional data driven orgnaisation delivering onshore and offshore call centre solutions for our clients B2B and consumer driven campaigns.

**Job Summary**:
**Key Responsibilities**:

- **1. Outbound and Inbound Calling**:_
- Conduct outbound calls to potential customers with the aim of promoting our clients products/services.
- Follow scripts and communication guidelines to effectively convey information and achieve sales targets.
- Maintain accurate and detailed records of outbound calls and outcomes.
- Provide product/service information and address customer queries or concerns.
- Handle incoming calls from customers, addressing inquiries, resolving issues, and providing exceptional customer service.
- Follow established procedures for handling various types of calls, such as sales inquiries, technical support, and general information requests.
- Document and update customer information accurately in the system.
- Ensure prompt resolution of customer concerns and escalate issues as needed.

**2. Supervisory Role**:

- Provide guidance and mentorship to junior call centre agents.
- Monitor and evaluate agent performance, providing constructive feedback and coaching.
- Assist in the development and implementation of training programs for new and existing agents.
- Collaborate with the management team to improve processes and enhance overall team performance.

**3. Quality Assurance**:

- Conduct regular quality assessments of calls to ensure adherence to company policies and standards.
- Identify areas for improvement and provide feedback to agents for ongoing professional development.
- Collaborate with management to implement corrective actions and continuous improvement initiatives.

**4. Reporting and Analysis**:

- Generate and analyse reports on call centre performance, highlighting key metrics and trends.
- Provide regular updates to management on agent performance, call volume, and customer feedback.
- Contribute insights to improve call centre efficiency and effectiveness.

**Qualifications and Skills**:

- Proven experience as a Call Centre Agent with a focus on both outbound and inbound calling.
- Excellent communication and interpersonal skills.
- Strong leadership abilities and experience in a supervisory role.
- Ability to thrive in a fast-paced and dynamic work environment.
- Proficient in using call centre software and customer relationship management (CRM) systems.
- Familiarity with relevant compliance and data protection regulations.
- Goal-oriented and results-driven mindset.

**Experience**:

- Minimum of 4 years of experience in a call centre environment.
- Previous experience in a senior or supervisory role is highly desirable.

If you meet the above qualifications and are ready to take on a challenging and rewarding role, we encourage you to apply. Join our team and contribute to the success of our call centre operations.

**Salary**: £10.18-£10.42 per hour

Expected hours: 40 per week

Schedule:

- Monday to Friday
- Weekend availability

**Experience**:

- Call Centre: 4 years (required)

Ability to Commute:

- Norwich (required)

Work Location: In person

Application deadline: 23/02/2024
Expected start date: 01/03/2024

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