Please only apply for this role if you are interested in being a Virtual Shift Lead. The location for this role is open- please note that Spark Careers Website doesn't currently give us the flexibility to list them all out.
We are on the lookout for 3x Virtual Shift Leads to play a crucial part in our Unified Frontline Journey!As a Virtual Shift Lead, my key responsibilities are : Working with the Markets to ensure our people are supported in our Virtual Touchpoints, Link Sites and Agents Home programme nationally in collaboration with our Channel Support team.
Supporting the Markets from a Virtual perspective to ensure our Customers and our People needs are met helping to build a sense of team.
Assist Base Leads by providing Complaint Resolution for escalated interactions especially in the night and weekend space.
Ensure all SR are entered and complaints recorded accuratelyProvide reporting and feedback to Home Bases Leads regarding Complaint Resolution, Call Quality Reviews (side by side and remote observations) and Performance insights on USS and Virtual Touchpoints across each market.
Continue and build key relationships with CRG, Channel Support, Homebase and Geo Leads.Supporting and driving to UFL's vision and purposeAs a Virtual Shift Lead, I am,A servant leader by seeking to understand by listening, and focusing on the growth of people through Blue Heart Culture & Growth MindsetPassionate about supporting our people in the Link sites and Agents Home programmeWorking collaboratively with the 3 x Virtual Shift Leads to ensure we have on site support coverage in the nights and weekendsEnthusiastic to help the virtual craft achieve their success of UFL, USS and touchpoints across their markets.
Building a sense of 'team' and collaboration across everyone working like shifts.A critical thinker being able to identify and build capabilities that help to achieve long term and short term organizational strategic goals