Call Scheduling Agent

The Call scheduling agent role is based within Glasgow. The role is to administer engineer callouts ensuring work that is logged on the 'Evolve` system is despatched to the appropriate field engineers within service level agreement times. On a daily basis you will be dealing with external customer queries and escalations in a professional manner. As well as this you will be responsible for face to face contact with Branch personnel and engineers, speaking with customers and branches via telephone ensuring that a confident and business like manner is portrayed at all times.

We service a multitude of client's arena across all industries. For example, we have major contracts with HSBC, Lenovo, RBS, Lloyds, Barclays, Unilever and many more. A professional outlook is needed and the ability to discuss situations with internal and external customers a must. This is a shift based operation and the applicant will need to be flexible enough to work any hours as required. It's in a good working atmosphere where sound teamwork is essential.

We are looking for a Call Scheduling agent who will meet the following criteria;

• Ability to work well under pressure and respond to challenges.
• Good teamwork skills essential.
• Remote team management experience would be beneficial.
• Performance will be measured against service level improvement and productivity targets.
• Excellent office management skills
• Good telephone manner and excellent customer service skills
• Able to influence and work with a remote team
• High numeracy and good literacy
• Able to confidently use a windows based PC system including Microsoft Office
• Flexible and open minded in approach
• Willing to accept rules and stick to them, but continuously seeking improvement within own sphere of authority.
• Able to identify causes of problems relating to administration and general ideas to solve them.
• Able to manage time effectively.
• Must have an enquiring attitude.

Interested and want to find out more, please contact our recruitment team on 0191 2112390 for further information or apply today.