Position Title : OUTBOUND CALL CENTER AGENT
Position Code : CC - CCA
Rank : CONFIDENTIAL STAFF
Department : CALL CENTER OPERATIONS
Reporting To : Shift Supervisor, Team Leader
Immediate Supervisor : Team Leader
Coordinates With : Team Members
General office / Call Center environment which is
open 24 hours a day, 7 days a week. Regular work
schedules will be six (6) days a week, Eight (8)
hours a day on a shift basis. Some flexibility on
work schedule will be required from time to time.
To make outgoing telephone calls to small business in the UK. The nature of these calls will vary dramatically. The objective is to gather detailed information regarding the business and their power usage.
' Works as part of a team of 10-12 Call Center Agents and a Team Leader.
' Supports colleagues to meet the required standards and objectives of the department by consistently providing cover and additional resources on an as needed basis.
' Make telephone calls to companies
' Uses appropriate listening, questioning and empathy skills presented in training and an appropriate professional attitude to gather the relevant information.
' Recognizes the importance of the telephone calls as a way of supporting and enhancing the client's brand.
' Works to agreed productivity and quality standards (eg. Log-on time, talk time, conversion rates, customer satisfaction monitors).
' Commits to resolve any query or concern in the course of the phone call using the agreed procedures, wherever possible.
' Performs follow-up calls to customers as required to resolve an outstanding query.
' Ensures that all commitment made on the call are delivered.
' Ensures that enough information is captured and updated on internal systems so that a colleague can understand what occurred and been agreed on the call.
' Explains the actions the Company will take, putting the customer's mind at rest.
' Participates fully in the team, takes part in regular team meetings and buzz sessions, gives feedback and ideas to colleagues and to the Team Leader.
' Responds positively and openly to feedback from Managers and colleagues, and puts into practice advice on how to improve.
' Escalates any queries or unresolved issues which cannot be completed within the agreed procedures.
' Undertakes any administration tasks delegated by the Team Manager.
' Proactively identifies areas for service and procedural improvement and makes recommendations to the Team Leader.
' Ensures that work is practice and maintain at all times according to ISO9000 standards.
' College / University graduate ideally of Social Sciences or Business related courses.
' With experience in a service-oriented industry; preferably with significant call center experience
' Knowledgeable in use of computer and related standard office software.
' Willingness to demonstrate flexibility and ability to adapt to changing conditions.
' Telephone communication skills
' Customer care skills
' Customer orientation
' Team working
' Product knowledge
' Systems knowledge
' Interpersonal Skills