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Customer Support Analyst

Job Title: Customer Support Analyst
Contract Type: Permanent
Location: Fareham
Industry:
Reference: 730996
Contact Name: Amy
Contact Email: contact@dynamiterecruitment.com
Job Published: June 15, 2020 16:46

Job Description

Customer Support Analyst
Location: Fareham
Salary: £23,000 - £26,000 P/A + full benefits
Hours of work: 9am – 6pm, Monday to Friday
  
Dynamite Recruitment is delighted to be recruiting a Customer Support Analyst for a business in Fareham! This is an exciting opportunity for an individual with excellent analytical and business reporting skills to join a dynamic and vibrant team! My client offers  fantastic training, amazing benefits and a modern, first-class working environment.
  
As the Customer Support Analyst, you will be responsible for ensuring all outsource contact centre teams are reaching set KPI’s and SLA’s.
  
Please note – as part of this role you will be required to travel to the outsource locations a couple of times a year.
  
The Customer Support Analyst will:
  • Report directly into the Department Manager whilst working as part of a small team.
  • Liaise directly with the outsource Team Managers about the CSA’s performance to ensure the best level of service is being delivered to clients.
  • Identify opportunities for improvement in the processes or systems within the department by evaluating the quality of work done.
  • Collect, analyse and summarise call centres data and trends to produce accurate business reports.
  • Attend weekly/monthly calibration sessions and assist with training and development of call centres.
  • Act upon results and manage high level projects, constantly striving to improve customer service and retention.
  • Maintain the inhouse system.
  
The ideal Customer Support Analyst will:
  • Must have a proven background in Team Leading, Supervising or Managing a small team in Customer Service.
  • Must have experience in call listening, quality assurance or providing training in a contact/call centre.
  • Have excellent analytical, business reporting and Excel skills – this is essential.
  • Have strong communication skills and able to liaise with senior stakeholders.
  • Have strong judgement and critical thinking skills.
  
To be considered for this role, please submit your CV and then contact Amy at Dynamite Recruitment!!