Responsible for providing technical support to specialist agents, Health Care Professionals and Field Sales staff, as well as acting as a point of escalation.
Ability to learn fast how to use, promote and solve issues related to software and more specifically to an internet based software (“software as a service”) with patient data being stored offsite.
Strong understanding of application software, network connectivity (internet browsers, intranet), data security (VPN, SSL, dedicated port exception in Firewall configuration) , computer operating environments (DOS, Windows, MAC), office software, computer workstation hardware and peripherals.
Consistently meets performance standards related to quality of service compliance, efficiency, knowledge acquisition, employee development, and reliability (attendance and schedule adherence).
Lead a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved.
Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all agents in the team, ensuring we attract and retain the very best talent.
Apply a process of continuous review and proactive management of absenteeism and attrition for all agents/advisors in the team, ensuring return to work and exit interviews are completed.
Continually review and monitor work performance of all agents against agreed KPI’s, ensuring that calls are handled professionally and instigating appropriate corrective action, using performance management tools to manage any shortfall.
Undertake formal quarterly performance reviews and one-on-one monthly meetings with each Agent/Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
Ensure agents are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
Facilitate a culture of open and honest communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
Maintain an environment which supports the spirit of teamwork, where agents are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
Coach, develop and motivate agents by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
Ensure accurate and timely communication of any client/campaign issues to Operations Manager.
Ensure appropriate actions are taken to improve client satisfaction survey scores.
Proactively manage and be responsible for all Health and Safety issues for the team, ensuring a safe working environment for everyone.
Take personal responsibility to understand and comply with all company and client security requirements and policies.
Ensure that all team members (Sitel or agency/contract) comply fully with the security policies and requirements of SITEL and its Clients, ensuring staff are given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.
Substantial call centre experience within a technical support environment.
Proven experience of successfully coaching and managing teams.
Substantial technical experience, desirable computer science or computer engineer background.
Evidence of effective communication/interpersonal and leadership skills.
Performance Management Skills (e.g. coaching and appraisals) client/customer management skills supervisory skills (including tools, processes and systems knowledge)
Excellent telephone, keyboard, verbal and written communication skills.
Good numeric and verbal reasoning skills.
Effective time management. Ability to organise and prioritise, set priorities and multi-task. Effective problem solving skills.
Hours are shift based between 07:30am - 8pm Monday to Sunday 37.5 hours per week
£25,000pa + 10% bonus
Candidates must have fluent French language skills. Sitel - 11 months ago