Senior Creative Project Coordinator

4 days ago


East Midlands, United Kingdom infopark Full time
Group Coordinator Role at Infopark

The Group Coordinator position plays a vital role in ensuring the smooth operation of projects and initiatives involving multiple stakeholders. This job is responsible for facilitating communication, collaboration, and coordination among teams or departments within the organization.

Main Responsibilities:
  1. Develop and deliver training programs to equip call centre representatives with necessary skills to handle customer inquiries and complaints effectively.
  2. Provide guidance and support to ensure agents adhere to performance standards, policies, and objectives.
  3. Offer expert advice on best practices and troubleshoot difficult calls to improve customer satisfaction.
  4. Analyse operational issues and suggest process improvements to enhance efficiency.
  5. Monitor and evaluate agent performance, providing coaching and corrective action when necessary.
  6. Publish reports and data analysis to inform management decisions and set call centre goals.
  7. Collaborate with supervisors and management to enhance customer satisfaction and agent support.
Key Performance Metrics:
  1. Reduce Call Resolution Time
  2. Improve Quality Assurance (QA) Score
  3. Increase First Call Resolution Rate
  4. Enhance Customer Satisfaction Score
  5. Maximize Adherence to Schedule
  6. Decrease Average Handle Time

Estimated Salary: $68,000 - $78,000 per annum based on location and experience. With a competitive salary and opportunities for growth, this role is ideal for those seeking a challenging and rewarding career in project development.



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