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Tuesday, 4th August 2020

Call Centre Support

The main purpose of the role is to provide support for Call Centre technology on a day to day basis. This includes management of the Automatic Call Distributor (ACD), Voice Manager, Call Logger and PC software and ensuring excellent management is available as required. Main responsibilities are as follows:

• To have an overall knowledge of the Call Centre operations
• To ensure accurate information is available regarding ACD set up, group set up, agent details and line numbers
• Be able to disseminate information received from Account Management via a technical brief
• Produce daily, weekly, monthly reports utilising all relevant technologies
• Produce scripts used for inbound and outbound calling projects
• Set up agents' ACD groups
• Ensure all groups have correct queuing and night messages
• Produce weekly ACD reports, including productivity and line statistics
• Ensure Call Logger is programmed with accurate up to date information
• Produce Call logger reports
• Ensure Call Centre Manager is aware of any potential risks regarding Call Centre technology
• To ensure all information is communicated to the appropriate personnel in an accurate and professional manner
• Ensure working procedures are adhered to whilst maintaining a high standard of quality in compliance with British Standards and the European International Standards Organisation (BS EN ISO).

To meet department service standards and any performance objectives set by line manager.

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