Our Contact Centre training colleagues are there to support our colleagues to deliver VIP customer service on every call. From designing and delivering engaging coaching and training courses, to supporting colleagues in their roles, you will play an important part in the learning journey of our Contact Centre colleagues.
The key to VIP customer service
From designing and delivering engaging training courses to forecasting call types, volumes and shift requirements, these teams play an important part in the journey of our Call Centre colleagues.
Forecasting & Planning
This future-focused team are responsible for planning resource requirements and demand profiling across our multi-channel contact centre. Providing insight and recommendations, this team help drive our contact centre operational performance and efficiency.
Our Real Time team are responsible for ensuring effective service level management across the contact centre, through monitoring and reporting on current call volumes, advisor activity and schedule adherence, to ensure we react to change effectively and optimise resource.
MI (Management Information)
Our team of analysts are on hand to provide information, insight and analysis across the contact centre, supporting with business strategy decisions and making recommendations for operational improvement.
If you join our Training, Planning and MI team you would be working from home as part of a team of experienced training and real time professionals.
We Are One Team
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