Real-Time CX & Operations Coordinator (Hybrid)

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

Private Health/Medical Insurance

Life Insurance

Health Cash Plan

Medicash wellbeing support

Free tea and coffee

Free on site parking

Resumo da oferta

Radwell-International is seeking an Intraday & Customer Experience Coordinator in Newcastle-under-Lyme to support real-time performance across voice and email channels. You will deliver actionable insights to Sales Team Managers and help implement Salesforce Service Cloud alongside Genesys Cloud.

The role offers a hybrid working model after initial training and a focus on data‑driven customer experience. Ideal candidates will bring strong Excel and data analysis skills, excellent communication,

Qualificações

• GCSEs English and Maths.
• Strong Microsoft Excel and data analysis skills.
• Strong reporting skills; turn data into actionable insights.
• Excellent written and verbal communication skills.
• Ideally experience in real-time/intraday management.
• Ideally experience using Genesys Cloud and Salesforce Service Cloud or Salesforce CRM.
• Ideally experience with contact centre reporting and dashboards, or supporting system implementations, UAT and process improvements.
• Customer Service or Contact Centre Management qualification would be desirable.

Responsabilidades

• Monitor real-time voice and email queues in Genesys Cloud and provide insights to keep service levels on track.
• Identify emergent service-level risks and move resources between queues during peak periods.
• Monitor agent availability, breaks and absence to ensure queues are covered.
• Complete quality evaluations of voice and email interactions against standards and provide feedback to Sales Managers.
• Produce regular reports and dashboards on intraday performance and quality.
• Support Salesforce Service Cloud rollout, testing and issue resolution post-go-live.

Conhecimentos

Data analysis

Excel

Reporting

Communication

Intraday management

Genesys Cloud

Salesforce Service Cloud

Salesforce CRM

Dashboards

UAT

Contact centre mgmt

Formação académica

GCSEs 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 support real-time performance across voice and email channels. You will deliver actionable insights to Sales Team Managers and help implement Salesforce Service Cloud alongside Genesys Cloud.

The role offers a hybrid working model after initial training and a focus on data‑driven customer experience. Ideal candidates will bring strong Excel and data analysis skills, excellent communication,