Customer Service Performance Optimization Specialist

3 weeks ago


Tadcaster, North Yorkshire, United Kingdom Innserve Ltd Full time

Are you:

· Seeking a distinctive role in customer service?

· Interested in a flexible work arrangement, including remote work opportunities?

· A natural troubleshooter, eager to advance your career in a unique direction?

· Keen on joining our expanding team of customer service diagnostics experts who support various sectors including hospitality, events, and entertainment?

· Proficient in customer relations? Focused on simplifying processes while delivering effective solutions?

What's on offer:

* A competitive salary for this full-time permanent position.

* 23 days of annual leave plus 8 public holidays, totaling 31 days.

* Benefits package including life insurance, healthcare coverage, discounts from top brands, wellness programs, a pension scheme with employer contributions, high-quality equipment for remote work, complimentary parking, and social gatherings.

* Leading industry training with continuous support and a clear career progression path.

* Opportunities to propose enhancements and have your achievements recognized throughout the company.

* Unlimited access to premium hot and cold beverages.

* A structured working schedule that varies bi-weekly.

· What does the role involve:

This pivotal position within the Customer Service Centre reports to the National Maintenance Manager and is responsible for overseeing, managing, and enhancing the performance of the Diagnostics Contact Centre in real-time. The role includes ensuring service standards are upheld, making intra-day adjustments, and collaborating with various teams to facilitate seamless operations. You will leverage real-time data and analytics to inform decisions and enhance overall efficiency and customer satisfaction.

· Upholding Innserve Values, you will:

· Monitor real-time performance metrics of the contact centre, such as call volumes, wait times, and service levels.

· Adjust staffing and resource distribution based on real-time demand changes.

· Communicate with team leaders and agents to address performance challenges and provide immediate assistance.

· Manage live escalations to support agents and team leaders in resolving issues.

· Analyze and report on intra-day performance trends and discrepancies from forecasts.

· Implement real-time strategies to manage elevated call volumes and ensure optimal service delivery.



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