Customers first – its why we exist! Yomdel, part of the Data2Value family, is an award-winning, leading provider of conversation management services, delivering a huge impact for thousands of customers.

We do everything to ensure that the customer gets the best possible service every time and we object to poor service wherever it can be seen. Is this you? Do you feel the same way about your customers? If so, Yomdel needs you!

The Opportunity

You will be a highly self-motivated individual with excellent presentation and analytical skills. You will be customer/client-orientated, striving to ensure the customer and client receives excellent service from our outsourced contact centre.

You will hold shared responsibility for the ongoing quality improvement and performance of our live chat operators. To meet this goal, you will undertake supervisory tasks assisting the provision of our service in real time as well as working proactively to enhance and sharpen our current processes and frameworks.

You will have a first-rate knowledge of both our product and the services we offer and how they operate. You will need an analytical mind and be adept at problem solving and investigation.

As a Chat Supervisor your objective is to assist in the perfection of our product offerings. By continuously improving our service delivery we improve client retention, increase chat and lead volume, enhance customer engagement and ultimately deliver better value for money and ROI.

Responsibilities

• Answer real time chat queries from Operators to ensure the smooth running of the service.
• Make amendments to the operator information source documents as and when needed.
• Provide coaching and feedback when errors are uncovered.
• Analyse data to identify trends in behaviour to help focus QA efforts and development.
• Create task frameworks for new activities, so the results can be monitored and assessed effectively.
• Communicate with Operators and potentially clients in a professional and polite manner to convey improvements in service or outcomes of investigations.
• Check on the smooth running of 3rd party systems.
• Check chat transcripts for accuracy and quality and escalate to the QA team where sub-standard engagements are identified.
• Oversee the training and assessment of new Operator recruits.
• Suggest service and process improvements as and when identified.
• Oversee and implement process improvements.

About You

• Exceptional customer engagement and communication skills.
• Meeting the KPIs set and challenging yourself to continue to keep up a great momentum.
• The ability to work as part of a team.
• A positive and resilient attitude.
• A creative and flexible mindset.
• A high level of excel competency and knowledge of MS products.
• A semi-technical mind and ability to work with complex systems.
• A thirst to learn and a proactive approach.

Working hours will be Office based Monday to Friday 09:00am-5:30pm

We’re based in Billingshurst which is a lovely country village, only a stone’s throw away from Horsham. It’s a great location with plenty of on-site and off the road parking. The train station and a local shop are just a ten-minute walk away and we’re opposite a large park with plenty of open space.

Our culture is really important to us and building a business that our people enjoy and are proud to be a part of is a real key focus; whether it’s after-work drinks or online bingo, we believe in working hard, but playing hard too.

So, if you can see yourself thriving, being a part of a business with big ambitions – where you’ll get to make a real difference whilst working together with a passionate and hard-working team of people around you – this could just be the opportunity you’ve been waiting for!