Project Development Specialist

2 weeks ago


East Midlands, United Kingdom infopark Full time
Project Development Specialist Position at Infopark

This role involves managing multiple projects and initiatives across various teams and departments within the organization. As a Project Development Specialist, you will be responsible for designing and implementing training programs to equip call centre representatives with the necessary skills to handle customer inquiries and complaints.

Main Responsibilities:
  1. Develop and deliver training programs to equip call centre representatives with necessary skills to handle customer inquiries and complaints.
  2. Provide guidance and support to ensure agents adhere to performance standards, policies, and objectives.
  3. Collaborate with supervisors and management to enhance customer satisfaction and agent support.
  4. Analyse operational issues and suggest process improvements to enhance efficiency.
  5. Monitor and evaluate agent performance, providing coaching and corrective action when necessary.
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: $70,000 - $80,000 per annum based on location and experience. If you are looking for a challenging and rewarding career in project development, this role may be suitable for you.



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