Customer Service Performance Engagement Coach

4 weeks ago


Tadcaster, North Yorkshire, United Kingdom Innserve Ltd Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Customer Service Performance Engagement Coach. As a key member of our Customer Service Centre, you will be responsible for monitoring, managing, and optimising the performance of our Diagnostics Contact Centre in real-time.

Key Responsibilities
  • Monitor real-time contact centre performance metrics, including call volumes, wait times, and service levels.
  • Adjust staffing levels and resource allocation in response to real-time demand fluctuations.
  • Communicate with team leaders and agents to address performance issues and provide immediate support.
  • Manage live escalations to support agents and team leaders and resolve complaints.
  • Analyse and report on intra-day performance trends and deviations from forecasts.
  • Implement real-time strategies to manage high call volumes and ensure seamless customer experience.
What We Offer

We offer a competitive salary, 23 days annual leave per year plus 8 bank holidays per year, benefits including life assurance, BUPA healthcare, discounts from leading brands, welfare scheme, company pension scheme with employer contributions, and highest spec equipment for home/remote working, free parking and social events.

We also offer industry leading training with ongoing support plus a structured career development path, potential to suggest improvements and see your successes celebrated company wide, unlimited free premium hot and soft drinks, and a chance to build on your existing expertise and develop new skills.



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