Kellogg Brown & Root (www.kbrjobs.com)
Title: Senior Operator Call Centre
Job Number: 1076882
The role of a ‘Senior Operator’ is to organise and direct the staff of our Call Centre. They will be responsible for assessing their work and provide feedback to maximise performance. They will be the first line of support for queries and the first line of escalation when any issues occur. The role will require them to participate in regular Operational Management Meetings, deputise for their Team Leader when absent and participate in the ‘OOH On Call Rota’.
An excellent ‘Senior Operator’ ideally would customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and coach. They will be organised, reliable as well as results orientated. A team player that demonstrates role-model behaviours in all aspects of their role.
The goal is to achieve excellent performance through the team that will bring sustainable business growth.
Core Responsibilities and Duties
The role is responsible to the ICC Operations Team Leader for:
Assist Team Leader in the formulation of targets for individuals and teams
Participate in recruitment process (Assessment Centre)
Answer questions from staff, provide guidance and feedback
Assist Team Leader in providing documented quality feedback and coaching sessions
Measure performance with key metrics such as; Service Level, Call Abandonment & Call Quality
Devise ways to keep staff motivated
Ensure adherence to company policies and procedures
Keep Team Leader informed on issues and problems and escalate to Senior Management where appropriate
Champion company values and inspire others to do the same
Develop and maintain knowledge of the contracts and ensure contract SLA’s and KPI’s are met on a daily, weekly and monthly basis
To develop and maintain a good understanding of the core applications (Concept Evolution and SharePoint applications) used to provide facilities management services to all customers, including all relevant processes and procedures
Complete regular Quality Monitoring and provide timely feedback, both to agreed standards
Attend regular benchmarking sessions with Operational Management Team
Take ownership for own performance
Ensure all changes, developments and contract information is communicated in the appropriate method and timescale
Responsible for completion of a number of administrative processes (Chase, Escalation etc)
Prepared to execute BCDR processes for continuation of telephony performance
Ability to execute system interrogation to correctly diagnose any telephony/system outages
Complete tasks as directed by line manager
Be prepared to work on relevant contracts, projects and initiatives at short notice to support the needs of the business which may require a flexible approach to time management.
Leadership – leads by example, motivates others, makes decisions, initiates action and takes responsibility.
Communication and influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others
People Management – fosters team/individual performance.
Leads, motivates and empowers others.
Deals with issues, coaches and encourages others.
Organisational skills – plans well in advance, encourages improvement in self and others.
Results orientation – satisfies internal/external customers.
Interpersonal skills – builds positive relationships, confident in own ability, approachable to all staff, shows respect and tolerance
Special Working Conditions:
This role requires a flexible approach to working hours, working on a rotating shift pattern with other members of the Operational Management Team.
Participation in ‘OOH On Call Rota’
Job: Facility Operations