Country: UNITED KINGDOM
City: Manchester
Department: Direct Sales
Closing date: 28 July 2011
Job Purpose
As a Global Contact Centre Quality Administrator based in our new Manchester Contact Centre you will be responsible for monitoring, evaluating and documenting agents’ performance against defined standards and provide the appropriate recommendations and feedback to team leaders. As a Quality Administrator you will prepare, update and distribute communications materials for on-going development and enhancement of Global Contact Centre product knowledge and inspirational service delivery amongst team members.
Responsibilities:
Your responsibilities shall include but not limited to:
Ensure inspirational guest experiences are consistently delivered at all times by randomly monitoring agents’ performance against standard criteria, both remotely and side-by-side.
Evaluate and analyze call and queue data weekly and discuss with team leaders any variations affecting the consistency of guest experience.
Prepare reports and follow up on action plans.
Coordinate re-training sessions with Training and Support team and monitor and report on completion.
Assist in creation and update of communications materials to enhance product knowledge. Ensure effective communication channels. http://www.getnigeriajob.com/
Liaise with different departments as required to secure up-to-date information affecting Global Contact Centre.
Attend and participate in operational meetings to review agents’ results and/or any concerns from the team leaders. Support discussions on means to improve services and processes.
Requirements:
Post holder must have secondary school education or equivalent with minimum of 2 years guest service or contact centre experience 1 year of which must be with an airline or travel organization.
Training & Knowledge:
Proficiency in contact centre technologies; workforce applications, reporting, quality and monitoring tools.
Knowledge of contact centre operations.
Familiar with quality assurance standards and measures.
Exceptional understanding and knowledge of all processes and policies for all markets handled by EY.
Excellent written and verbal communication skills.
Knowledge of airline reservation system (preferred).
High computer literacy.
The Individual
Is a self starter able to analyze data and create solutions
Has a passion for people and service
Is excellent at creating and maintaining work relationships
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