Virtual Team Facilitator

3 weeks ago


East Midlands, United Kingdom infopark Full time

Job Summary

We are seeking a highly organized and effective Virtual Team Facilitator to facilitate communication, collaboration, and coordination among various teams or departments within the organization. This role plays a crucial part in ensuring that projects involving multiple stakeholders run smoothly and efficiently.

Main Responsibilities

  1. Train call centre representatives to respond to customer inquiries and complaints effectively.
  2. Ensure agents understand and comply with performance standards and policies.
  3. Provide guidance on best practices and difficult calls.
  4. Identify operational issues and suggest possible improvements.
  5. Monitor and evaluate agent performance, provide coaching opportunities, and take corrective action if necessary.
  6. Prepare reports to assist management in determining call centre goals.
  7. Work with other supervisors and the management team to support agents and maximize customer satisfaction.

Key Performance Indicators

  1. Call Resolution Time Improvement
  2. Quality Assurance (QA) Score
  3. First Call Resolution Rate Improvement
  4. Customer Satisfaction Score Improvement
  5. Adherence to Schedule
  6. Average Handle Time Reduction

The estimated salary for this position is approximately $60,000 per year.



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