Job Description
Posted On: 8th August 2024
Overview
Work as part of the operational support and demand team to ensure teams are correctly resourced, including short notice cover, highlighting concerns to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis. This role requires you in the office Monday – Friday, 8:45am to 5:15pm.
While everyday day will offer a different challenge your core responsibilities will be to:
* Assist with the availability of Advisors using the telecommunication application to review individual codes.
* Maintain an abandon call rate of below 0.80% and an SLA target of above 99%.
* Maintain service metrics by ensuring work is queued and assigned correctly.
* Assist the Leadership team with daily, weekly, monthly, and quarterly reporting.
* Ensure annual leave is agreed within the departmental cap.
* Take inbound calls to reduce the over-flow...