Job Purpose:

To work as an integral part of the Books Customer Service department within a Publishing House, to maintain efficient customer services. Accountable for effective operational relationships with clients & customers and for maintaining predetermined standards of performance.To support the management team and department as a whole in the provision of core call centre operations, including the implementation & review of best practice and effective resource planning.

Key Result Areas (Main Activities and Responsibilities)

Process Implementation ·
Use own initiative for problem solving within departmental guidelines·
Highly organized and able to work under pressure-Teamwork·
Work as part of a team to manage departmental processes according to service level agreements·Work as part of a team to achieve agreed objectives·
Provide flexible support for team members and other teams·
Demonstrate commitment to team objectives·
Experience of Genesys (or similar contact management system) and proven skills in maximizing service levels, including skills routing, optimizing individual & group service levels, report compilation and ability to interpret call statisticsCustomer Service·
Maintain a customer service focus in all activities·
Provide excellent service & support to a variety of customers via telephone, fax & email· Direct contact with global customers requires an awareness and appreciation of cultural differences· Awareness of departmental objectives and role as part of the central fulfillment team· Flexible attitude and ?can do? approach, coupled with some project and coaching or training experienceQuality Accountability·
Achieve and maintain agreed standards of performance·
Be personably responsible for building & maintaining strong operational relationships with key customers and internal contacts·
Be answerable and accountable for own actions and results·
Identify own needs for development and additional training·
Proven knowledge of call centre ?best practice? with experience of contact centre technologies including ACD systems; call management, distribution & routing and quality control assessment tools (ideally Witness)

Key Competencies:
Interpersonal SkillsIn Interpersonal Skills:
·Good communication skills·
Willingness to accept responsibility and participate as effective team member·Flexibility/ability to interchange to support seasonal departmental requirements·
Organised & methodical approach·
Confident and able to use own initiative
General Knowledge and Technical Skills:

·Competence in the use of Windows applications·
Understanding of customer requirements·
Appreciation of fulfillment operations· Attention to detail·
Ability to work within tight deadlines·
Project management skills·
Training or coaching experience within a call centre environment·
Experience of contact centre technologies including ACD call distribution systems (ideally Genesys) and quality management assessment tools (preferably Witness)

Required Education and Experience:
Good general standard of education·
Previous Team leader or people management experience within a busy contact centre advantageous·
Experience of call centre operations, best practice and resource planning