Managing & Working with People

Managing & Working with People

Managing and Working with People

Outcome 1

Job Analysis

Job Title: Inbound Customer Contact Agents

Company: P.D Contact Centres

Department: Customer Services

Reporting to: Customer Contact Team Leader and thereafter Office Manager

Location: Central Scotland

Salary: £15,500 (with bonus to those who meet target)

Hours: Full time (35-38 hours per week). Flexibility required regarding working hours as shift work is desirable. Phone lines must be manned between 8am and 9pm Monday – Friday and 9pm – 5pm Saturday and Sunday.

Status: Permanent

Probation: 12 weeks

Holidays: 28 days per annum (20 statutory; 8 bank holidays) with option to purchase 5 extra days

Benefits: Pension and Medical Insurance

Job Purpose: The main purpose of the role is to receive and process communications via the telephone from clients ensuring that a high standard of customer service is provided at all times.

Daily Plan

This is an example of an Agent's daily plan. Times and order are subject to change as all Agents work on a rota to ensure phone lines are covered at all times.

09.00 – 09.30 Morning Brief Meeting

09.30 – 12.30 Inbound Sales Calls

12.30 – 14.00 Break

14.00 – 14.30 Paperwork

14.30 – 17.00 Inbound Sales Calls

17.00 – 17.30 Paperwork

Duties & Tasks

• Attend Morning Brief Meetings

This meeting takes place every day in the Boardroom, with all Contact Agents and Team Leaders in attendance. This usually takes place at the beginning of the working day (or afternoon, depending on the shift of the Agent) to prepare the Agents for their working day ahead. The meeting is set up to provide and discuss targets, performance of the previous day and problems which occurred the previous day. The Team Leader will discuss targets with each individual and ascertain if the Agent is reaching their targets. If the Agent is meeting/exceeding their targets, they will be asked to provide examples to the other...

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