Team Collaboration Manager

2 weeks ago


East Midlands, United Kingdom infopark Full time

Job Summary:

Infopark is seeking a highly skilled Team Collaboration Manager to join our team. As a key member of our organization, you will be responsible for facilitating effective communication and collaboration among various teams.

About the Role:

  • This is a full-time position that requires a high level of organizational and communication skills.
  • The ideal candidate will have 3+ years of experience in a similar role.
  • The salary range for this position is $60,000 - $80,000 per year.

Responsibilities:

  1. Develop and implement training programs to enhance the skills of call centre representatives.
  2. Monitor and evaluate agent performance, providing coaching opportunities and taking corrective action when necessary.
  3. Identify operational issues and suggest improvements to optimize team efficiency.
  4. Prepare reports and analyze data to inform management decisions.
  5. Collaborate with supervisors and management team members to support agents and improve customer satisfaction.

Competencies:

  • Call Resolution Time Improvement
  • Quality Assurance (QA) Score
  • First Call Resolution Rate Improvement
  • Customer Satisfaction Score Improvement
  • Adherence to Schedule
  • Average Handle Time Reduction],


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