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SalaryINTERNAL ROLE ONLY
Exciting Opportunity available as the On-boarding Team Support Officer.
Do you have a passion for playing a key role in your team's learning, growth, and development? Do you have excellent understanding of current process documentation? Then look no further - this role is for YOU!
APPLY NOW and do not miss out!
Number of positions - 2
Start Date - February 12th and January 29th, 2024
Duration - 2 months
About The Opportunity
As an On-boarding Team Support Officer, this role will see you as a subject matter expert, fielding & responding to questions from the newly hired CSRs in timely and professional manner. Reporting to Team Leader (On-boarding) and working along to identify each new hire's strengths and areas for development, you will ensure that the newly hired CSRs feel comfortable and supported in the new learning environment and achieve their efficiency (AHT) and effectiveness (Call Quality) goals in line with their linear progression targets.
The role plays a critical part in our endeavour to build a Centre of Excellence, where customers are treated with respect and are provided with accurate and timely information to their enquiries.
Note: This is an on-site role based at our William Street Office, Monday through Friday.
Key Responsibilities:
- To coach and guide new CSRs to deliver a high quality of customer service
- To handle escalated calls from customer and resolve the issue at first point.
- To provide constructive regular feedback to the new CSRs
- Leading & organizing daily morning huddles for process reminders and answering common questions by the new joiners
- Assisting the new joiners one-on-one for corrective actions & feedback related to process errors
- Preparing daily buddy rotation plan in coordination with TL Onboarding
- Follow-up with Buddies for new joiner's daily feedback (system scorecard & weekly focus areas)
- Preparing daily stats reports highlighting individual areas for development
- Daily meeting with TL Onboarding discussing new joiners' progress & action plan for improvements
- In-depth knowledge of relevant FOH guidelines, processes, and performance standards.
- Highly proficient with CJS systems.
- Strong verbal and written communication skills.
- Ability to follow policies and procedures.
- Well-developed investigative, problem solving and decision-making skills.
- To work as part of a team to ensure that service standards are met.
- Self-driven with proven ability to manage workload and time autonomously.
- Intermediate Microsoft Office applications knowledge
If this sounds like a good match then please submit your Expression of Interest. Please provide a summary outlining your current role, duties and why you are interested in this opportunity. Please ensure you speak to your manager before applying to ensure this fits in with business requirements. You will be contacted by Talent Acquisition Partner, to understand more about your application.
Applications close on Friday 19th January'2024.
