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Norwich, NFK, United Kingdom
Job ID: 41242
Resolve escalations in a professional manner
Preparation and delivery of morning briefs
Conduction weekly and monthly 121 reviews
Managing probationary periods
Demonstrate active communication skills
Investigate agent written complaints
Managing performance and SLA
Managing absence, timekeeping and agent breaks
Managing floor and resolving queries to give first time resolution
Daily, weekly and monthly reporting
Managing and planning time effectively
Complete all administration accurately and with the highest quality
Managing Agents QC results and feedback
Participate openly in your personal development
Support other Team Seniors to ensure all teams deliver
Ensure compliance of Ingram Micro policies and procedures.
To have a flexible approach to work.
To attend training courses as and where necessary to ensure personal and team job skills keep pace with legislative and business developments.
To be aware of the Health & Safety requirements, in accordance with guidelines as set out in the Health & Safety manual.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.