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:
At least 2 years' experience in a contact centre or sales environment as a senior advisor or team leader.
Proven ability to manage high-volume calls and meet performance targets.
Experience supporting team operations and providing managerial cover.
Familiarity with complaint handling and delivering excellent customer service.
Ability to work flexible shifts, including weekends on a rotational basis.
Strong communication skills, team spirit, and a proactive attitude toward resolving issues and supporting colleagues.
Hours of Work:
40 hours per week, on an 8-hour shift pattern between 6:30 am and 7:00 pm.
Mandatory alternate weekend work, with shifts between 6:00 am and 10:00 pm.
The shift schedule generally remains consistent week-to-week, with one Saturday or Sunday worked every second week, compensated with an extra day off in the alternate week. This results in a cycle of a 6-day week followed by a 4-day week, repeating accordingly.
If the role of Contact Centre Deputy is of interest, please click Apply or get in touch with Steven at Orion