Customer Service

2 weeks ago


Manchester, United Kingdom Office Angels Full time

**Customer Service & Operations Analyst**

**£13.97 per hour**

**Manchester City Centre**

**Hybrid working**

**Full-time Temporary (37 hours per week)**

Office Angels are currently recruiting for a **Customer Service & Operations Analyst** on behalf of a public sector organisation.
**Key Responsibilities**:

- Liaising with advisors on the call handle and wrap times
- Monitoring call queues and call durations and allocating work accordingly
- Providing real-time feedback and coaching and sharing actions and recommendations with Team Officers
- Quality monitoring of calls
- Address performance and confidence issues
- Checking log -in, log-out and break times
- Use in-house forecasting system to predict peak call periods and manage resources accordingly
- Capture system down time due to IT issues
- Providing MI to Team Officers and Senior Management

**Benefits**:

- Weekly pay
- Hybrid working
- 41.5 days holiday after 12 weeks temping

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.



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