Gradbay Manager-Work From Home Jobs UK No Experience

Job Type: Gradbay Manager
Location: United Kingdom
Company: Allwyn 

As a division of the multinational lottery operator Allwyn Entertainment Group, which holds market-leading positions in Austria, the Czech Republic, Greece, Cyprus, and Italy, we are Allwyn UK. The Fourth License, a ten-year license, has been formally granted to us to run the National Lottery beginning in February 2024.

We have a track record of improving lotteries and have created player protection frameworks and innovative technology. Our goal is to establish one of the most inclusive companies in the UK, where employees are encouraged to be the best versions of themselves and give their all each and every day to worthy causes.

Allwyn takes pride in being inclusive and diverse and is an Equal Opportunity Employer. In the workplace, we do not accept victimization, harassment, or discrimination. At Allwyn, hiring decisions are made exclusively on the basis of an applicant’s qualifications, the needs of the business, and the job specifications. Allwyn welcomes applications from anyone of any age, gender, sexual orientation, gender reassignment, race, religion or belief, sex, pregnancy and maternity, or marital or civil partnership status.

While the National Lottery’s primary social impact comes from funding charitable groups, at Allwyn, our mission and core principles guide all we do. Come along with us as we set out on a once-in-a-lifetime, massive transformation adventure to create a safer, better, and larger National Lottery that contributes more funds to charitable organizations.

Responsabilities:

• The main responsibility will be overseeing the day-to-day operations of the grad bays and making sure that every agent is continuously delivering excellent work. Immediate feedback and side-by-side coaching will be provided to support the agent beyond training.
• Ensuring that AHT requirements are met.
• Before an agent is approved to join the larger team, they must show that they comprehend and are following controls and compliance regulations during the call taking process.
  In order to sustain the agent’s coaching needs and momentum, establish a solid collaboration and handover process with the team managers.
• Ensuring the organization of sign-off attempts with a simple and transparent audit trail.
• Own and maintain the training plan’s data integrity for the graduate bays. Offering a transparent audit trail that includes training materials, attendance data, sign-off strengths, and areas that require attention.
• Ensuring that before sign-off, every agent has the necessary access to the systems.
• Overseeing and taking responsibility for handing over paperwork, such as sign-off notes and a summary of all training, to teams of agents departing the grad bay.
• Providing the T&Q staff with extra work and initiatives
  building and maintaining a solid rapport with important parties, such as the SI Team, the Contact Center Team Leaders, the
• Training Team, and the Q&T Manager, in order to execute modifications & Desk of Services
• Coordinating the grad bay agent’s desk space, arranging quality team sign-offs, handling unsuccessful sign-off efforts, answering the questions of the grad bay agent, promoting and enforcing proper behavior standards, and facilitating a seamless transition from the agent to their larger team.

Requeriments:

• Prior experience assessing quality would be advantageous.
• Expertise in training and coaching
• Preferably, prior experience working in an operational customer service setting
• knowledge of systems and access control
• Capable of creating and carrying out a precise training schedule and high-quality activities, you need to be organized and well-planned.
• Flexible and changeable: swiftly responds to shifting circumstances and priorities. Adapts to change and complexity well.
• Management and assistance for group organization
  keen awareness of the audit trail
• Excellent persuasion abilities – collaborating with various operational and stakeholder groups to create agreements and strategies that promote operational training and high-quality delivery.
• Strong written and vocal communication abilities.
  accurate and really focused on the details.
• The capacity to function both alone and together.
• Strong ability to solve problems.
• Capability to utilize Google Suite and Microsoft