Contact Centre Deputy
Overview of the Contact Centre Deputy Role
The Contact Centre Deputy supports the day-to-day operations of the contact centre, working closely with Contact Centre Managers to ensure smooth job allocation, high-quality customer service, and achievement of KPIs such as handle rate, conversion, and job dispatch. This role involves direct interaction with customers and engineers, providing administrative support, and serving as a backup for managers as needed.
Key Responsibilities of the Contact Centre Deputy:
* Collaborate with Contact Centre Managers to facilitate efficient job allocation and dispatch, assisting with job board updates, job ticket administration, and responding to queries from engineers and booking coordinators.
* Professionally handle incoming calls from customers and engineers, consistently meeting target handle rates.
* Provide cover for Contact Centre Managers as needed, maintaining a proactive and professional approach to all calls and inquiries.
* Support the achievement of call centre KPIs by assisting in call conversion efforts and managing complaints effectively.
* Help engineers with diary management and resolve queries to ensure their operations run smoothly and efficiently.
Key Requirements of the Contact Centre Deputy:
1. At least 2 years' experience in a co...