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Contact Centre Project Assistant - Leeds – Asda House

Employer
Asda
Location
Leeds, West Yorkshire
Closing date
20 Aug 2018

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Contact Centre Project Assistant

About the role:

Asda is part of the Wal-Mart family – the largest retailer in the world. Here in the UK we’re one of the ‘Big 4’ supermarkets and renowned for our ‘Every Day Low Prices’ and ‘Asda Personality’.

Our Contact Centre business is constantly evolving, and the only constant is change itself! We have teams at our head offices in Leeds, our Global Business Services Centre in Morley. We also manage various Partner sites across the UK and our international overseas off-shore partner. The teams provide support for customer contacts both for Stores and our On-Line propositions. Our Contact Centre is a welcoming and supportive environment, designed to make the customer journey easy, fast and friendly. Our colleagues are our point of difference. Whilst at times this is a demanding & fast paced area of the business, it is equally extremely rewarding and we can make a real difference to the experience received by our customers.

This position will be working closely with the Project Lead and the Content Analyst to deliver continuous improvement and small change within the Leeds Contact Centre.

The Ins and Outs:

As part of the Operational team sitting within the Contact Centre itself, you’ll be responsible for supporting the operation with continuous improvement, looking specifically at Training, Quality, Colleague engagement, Reward and Recognition, Process review and supporting the team specific work.

You may also be required to support the Project Lead and Project Managers with larger Local and Global projects for the Contact Centre. You’ll be working closely with the Team leaders, Operation managers and colleagues to identify where we can improve processes to enhance both the customer and colleague experience.

Well also need someone who is comfortable supporting with Training where required, whether this be part of a project, to onboard new contact centre colleagues or to upskill existing colleagues to work cross functionally.

What you’ll need:Excellent communication skills as you’ll be required to communicate with colleagues of all levels, and communicate change and the reasons behind it to the operation at varying degreesYou’ll need to be able to plan and organise your own workload and manage your time effectively as well as working to deadlinesYou’ll need to be pro-active in seeking opportunities for improvement and be confident to share ideas with your line manager and the wider operational teamFlexibility – you’ll need to be flexible and open to change. Working in this fast pace environment, things often change, so we require someone who can adapt to change quickly at short notice and work under pressure and experience of working within a Contact Centre environment is desirable but isn’t essentialYou’ll need to be able to effectively manage change and be supportive to the operation and colleagues during periods of changeTraining skills – as part of the role, you may need to deliver Contact Centre specific training, therefore we require someone with basic training skills, good communication, engagement skills etc.PowerPoint skills – as part of the role, you may be required to produce proposals/training decks/ and other presentations, so we would need someone who is able to use PowerPoint and the other Microsoft packages at a basic levelAn understanding of Quality and an appetite for how we can improve our service with effective quality measures and ideas around how we can implement quality within the Contact Centre

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