Customer Contact Technical Consultant
CurrentResponsible for providing technical support, training and mentoring to inbound and outbound voice agents in a fast paced Contact Centre environment, handling calls regarding a broad portfolio of life assurance, pension and investment products to agreed commercial service levels. Also required to complete call quality monitoring, feedback and the production of plans for staff where development opportunities had been noted, field escalated complaint / complex calls and represent the department within working groups and Projects as a subject matter expert.Key accountabilities included:- Drafting and maintenance of procedures- Achievement of individual productivity, quality, lead generation, customer retention and punctuality measures- Key contributor to process improvement, Projects and change initiatives- Call quality check and feedback- Training design and deliveryAchievements:- Recognised by senior leadership team for exceptional level of customer service, winning multiple awards locally and across the wider group- Regularly asked to act as subject matter expert for department in working groups, Projects and change initiatives, helping to shape customer centric enhancements to processes, products and systems
