AddressSubject Matter Expert - Utilities
CL11
Location: Newcastle
Hybrid working 50% home 50% office after initial training period
The Role:
As a SME you will manage performance for the team by coaching, monitoring and feedback which need to be provided to agents daily. You will need to regularly provide training to agents on process update and changes.
You will also work as part of the management team striving to meet all SLA’s, targets and objectives through effective floor management both on site and virtually. You will also provide technical and operational support and coaching to ensure that quality and productivity performance is optimised.
Responsibilities include but are not limited to the following:
- Provide Energy Industry SME guidance to Agents to enable the progression of live complaints moving through the complaints process.
- Lead focus sessions on common processes/ themes that need further clarification within the team.
- Support analysis on complaints to understand why they may have been reopened or escalated to Ombudsman.
- Provide feedback to Agents on call quality and quality fail points.
- Provide inputs to discussions on root cause analysis for common fails within the teams and undertake deep dives into common fail areas.
- Provide feedback on process, procedure, policy and performance improvements within team and wider operation.
- Helps manage day to day functions, mainly including handling of personnel related issues, managing metrics and team performance
#LI-EU -linked in
