ITES / BPO / Operations / Customer Service / Telecalling
The Control
Centre Operations team member will be responsible for the daily oversight of
principal’s port calls in YourISS2 where a customer uses the application.
This role also
entails audits and reviews of information in YourISS2 for all customers (not
only the ones using YourISS2), exception reporting to LPA’s if there is any
deviation from the agreed procedures, training where necessary, and mentoring
of LPA’s in regards to adhering to requirements.
Key Accountabilities:
·
Review
of LPA calls in YourISS2
·
Notifications
to agents via exception reporting against customer checklist
·
Monitor and manage customer data
contained within YourISS2
·
Exception reporting to LPA
·
Data input for non live offices
·
Training of LPA’s where required
(Including 3rd party agents)
·
Internal and external analytical
reports
·
Work as part of a duty rota
Key Deliverables:
·
Ensuring
agreed service requirements are delivered to the customer as per agreed
Customer Work Instructions and as per the ISS Standard Operating Procedures
(SOP’s)
Competency
Requirements:
Core:
·
Customer Focus
·
Organisational Commitment
·
Excellent IT skills and understanding of applications
Key:
Technical Solutions
Maritime Operations
Management:
Shares the Vision
Establish Focus
Knowledge,
Experience and Skills:
Essential:
·
Good organizational Skills
·
Knowledge of Shipping Industry and Agents activities
·
Ability to communicate and
engage at many levels include the facilitation and coaching of diverse groups
through learning and problem solving
·
Excellent
communication skills and a good command of the English language (oral and
written)
Desirable:
·
Detailed knowledge of
Inchcape Shipping Services people, processes and technologies