Senior Group Coordinator

2 weeks ago


East Midlands, United Kingdom infopark Full time

Job Description:

At Infopark, we are seeking a highly skilled Senior Group Coordinator to facilitate effective collaboration and communication among various teams. As a key member of our organization, you will play a crucial role in ensuring the smooth execution of projects and initiatives.

Responsibilities:

  • Develop and implement training programs to enhance the skills of call centre representatives.
  • Monitor and evaluate agent performance, providing coaching opportunities and taking corrective action when necessary.
  • Identify operational issues and suggest improvements to optimize team efficiency.
  • Prepare reports and analyze data to inform management decisions.
  • 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

Salary: The estimated annual salary for this position is $60,000 - $80,000, depending on experience.



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