Real-Time Customer Experience & Insights Coordinator

Radwell International; Newcastle-under-Lyme; Híbrido; GBP 26 000 - 31 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid working policy

Fully funded professional memberships

Pension contribution 4%

25 days annual leave + bank holidays

Private health保险

Life Insurance

Wellbeing support via Medicash

Free on-site parking

Tea and coffee on site

Resumo da oferta

Radwell International is seeking an Intraday & Customer Experience Coordinator in Newcastle-under-Lyme to enhance real-time performance across voice and email channels. You will provide dashboards and insights to Sales Managers to sustain service levels and improve the customer journey.

The role requires data analysis, strong Excel and reporting skills, and ideally experience with Genesys Cloud and Salesforce.

Qualificações

• GCSEs in English and Maths.
• Strong Excel and data analysis skills.
• Excellent written and verbal communication.
• Ideally, real-time/intraday management experience.
• Ideally, experience with Genesys Cloud and Salesforce services.
• Customer experience or contact centre background desirable.

Responsabilidades

• Monitor real-time voice and email queues with key service metrics.
• Identify service-level risks and adjust resources across queues.
• Track agent availability, breaks and attendance to ensure coverage.
• Perform quality evaluations and provide actionable feedback to managers.
• Develop dashboards and reports on intraday performance and quality.
• Support Salesforce Service Cloud rollout and UAT testing.
• Collaborate with IT on Genesys Cloud routing improvements.
• Direct inquiries to the right team to support quotation and sales.
• Drive data-led continuous improvement across Inside Sales.

Conhecimentos

Data analysis

Excel

Communication

Intraday management

Reporting

Formação académica

GCSE English & Maths

Ferramentas

Genesys Cloud

Salesforce Service Cloud

Salesforce CRM

Descrição da oferta de emprego

Radwell International is seeking an Intraday & Customer Experience Coordinator in Newcastle-under-Lyme to enhance real-time performance across voice and email channels. You will provide dashboards and insights to Sales Managers to sustain service levels and improve the customer journey.

The role requires data analysis, strong Excel and reporting skills, and ideally experience with Genesys Cloud and Salesforce.