Job Title: Operational Support Specialist
Description:

We are seeking a highly skilled and experienced Operational Support Specialist to join our team.

As an Operational Support Specialist, you will play a critical role in ensuring that teams are correctly resourced, including short notice cover.

Your core responsibilities will include:
• Assisting with the availability of advisors using telecommunications applications.
• Maintaining abandon call rates below 0.80% and SLA targets above 99%.
• Maintaining service metrics by ensuring work is queued and assigned correctly.
• Providing accurate reporting on a daily and weekly basis.
• Ensuring annual leave is agreed within departmental caps.

You will be responsible for taking inbound calls to reduce overflow and abandon rates, as well as listening to customers' needs and setting call-backs within timelines.

A solid customer service background, combined with excellent organizational and decision-making skills, is essential for success in this role.

You should also possess a strong working knowledge of Microsoft Office suite and be able to thrive in a fast-paced environment.

In addition, we are looking for individuals who are highly customer service-oriented, with a focus on service delivery.

Positive individuals with great communication skills at all levels are preferred.

The ability to deal with detail, be methodical, analytical, and accurate is also essential.

Skill Requirements:
• Excellent organizational and decision-making skills.
• Strong working knowledge of Microsoft Office suite.
• Ability to thrive in a fast-paced environment.
• Highly customer service-oriented.
• Positive individual with great communication skills.
• Ability to deal with detail and be methodical, analytical, and accurate.

About Us:

We offer a dynamic and supportive work environment, with opportunities for professional growth and development.

Our company values innovation, teamwork, and customer satisfaction.