Visual Communication Specialist

1 week ago


East Midlands, United Kingdom infopark Full time

Role Overview

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

Key Responsibilities:
  1. Training and Development: Develop and deliver training programs to equip call centre representatives with the necessary skills to handle customer inquiries and complaints.
  2. Performance Management: Ensure agents adhere to performance standards, policies, and objectives by providing guidance and support.
  3. Expert Advice: Offer expert advice on best practices and troubleshoot difficult calls.
  4. Process Improvement: Analyse operational issues and suggest process improvements.
  5. Performance Evaluation: Monitor and evaluate agent performance, providing coaching and corrective action when necessary.
  6. Data Analysis: Publish reports and data analysis to inform management decisions and set call centre goals.
  7. Collaboration: Collaborate with supervisors and management to enhance customer satisfaction and agent support.
Performance Metrics:
  1. Reduced Call Resolution Time
  2. Improved Quality Assurance Score
  3. Increased First Call Resolution Rate
  4. Enhanced Customer Satisfaction Score
  5. Maximized Adherence to Schedule
  6. Decreased Average Handle Time

Compensation Package: $60,000 - $80,000 per annum based on location and experience.



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