Salary:
Kura Coach
Location:Glasgow
Salary: up to £35,000 per annum
Hours: Monday to Friday 9am to 5:30pm
This is a permanent full-time role as a Kura Coach in our Glasgow office, The role is on-site.
Who we are:
Kura provides award-winning outsourced contact centre solutions across UK and South Africa. Its software subsidiary, Inisoft, develops advisor desktop solutions with full omni-channel capabilities, sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals. About Us: We are in business because we want to help people to develop and to reach their full potential.
We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be “Unrivalled in Developing People."
Role Details:
What if you worked with a company that has the same passion for delivering high quality customer service as you? What if that company was highly focused on developing you as an individual, invested in growing your leadership and management skills, and giving you both the tools and autonomy you need to be successful?
Lead, motivate and engage a team of advisors, enabling and empowering them to deliver a superior level of service and achieving project KPIs
Management of performance on a individual and team level.
Complete a certain amount of hours of dialling per week to ensure knowledge and processes are up to date.
Analyse, interpret, present and act upon complex data maximising MI reporting systems and proactively drive and achieve teams targets.
Manage absence to a high degree of detail and ensure that adequate support and or disciplinary action is taken (in conjunction with Human Resources and company policies)
Handle customer complaints escalated from advisors ensuring superior customer experience is achieved.
Perform additional duties as direct by your Customer Experience Leader
Benefits:
As well as a clear structure for your personal and professional development we also provide a comprehensive package of benefits which include a loyalty award scheme, an employee assistance program, enhanced maternal and paternity pay, and more.
Requirements:
Essential
3 Months Min of Outbound and/or inbound contact centre team management.
Effective leadership through team building and development.
KPI management and proven track record of achievement.
Leadership qualities and behaviours which maximise employee engagement.
Next steps:
If you want to be part of a team where you will have the opportunity to grow & develop then this could be the role for you.
To apply, click the apply button or contact the team
Email us:careers@wearekura.com
REF: IND2024
