Contact Call Centre Analyst

Job Title: Contact Call Centre Analyst
Contract Type: Permanent
Location: North Yorkshire
Salary: £17850 per annum + shift allowance (£6267.50) bonus
Start Date: ASAP
Reference: 68391-ITENG-KIE
Contact Name: Kim Eager
Contact Email:
Job Published: January 03, 2017 15:28

Job Description

Contact Call Centre Analyst

An excellent opportunity has arisen for an enthusiastic, driven, self-motivated individual looking to join a leading financial organisation within their contact centre. This is a brand new role, working on a shift basis, 4 on, 4 off- 8pm - 8am shifts.
The role:-
·To act as a single point of contact for internal and external customers
·To provide customers with first contact resolution where applicable
·Ensure that the Incident Management process is followed for all calls logged
·Proactively monitor and review incident queues and update as appropriate
·Work closely with the SOC teams and any other resolver groups as applicable to ensure continuous service delivery
·To provide contact centre services during night shift periods

·Positive can-do attitude
·Flexibility to help cover shifts at short
·Commitment to customer service
·Strong emphasis on delivery, with the ability to ensure that SLAs are delivered on time
·A very high level of accuracy
·Experience of a Customer Services environment
·Good verbal and written communication
·Knowledge of Microsoft Applications and good general computer skills