Call Centre Supervisor

360 Resourcing
Dickens Heath
06 Aug 2017
31 Aug 2017
Contract Type
Full Time

Our client has an exciting opportunity for a Contact Centre Supervisor to join the team based in Solihull. You will be employed on a full time permanent basis working shifts covering 8am – 7pm Monday to Friday, Saturday 8am – 5pm and be paid a highly competitive salary of £30,000 per annum OTE.

Responsibilities of their Contact Centre Supervisor.

- Rigorously track the call system data to ensure that staff/teams are meeting the required daily targets

- Benchmark teams against each other in order to drive up the performance & standards delivered

- Track efficiency/productivity of each team member to be used to identify individual training needs

- Coach/mentor staff to improve performance, as required by the contact centre manager

- Work in conjunction with Senior Management on recruitment/induction/training/HR issues

- Act in conjunction with the team leaders to ensure that processes are adhered to

- Drive performance of all agents conducting Inbound service booking calls and Outbound CSI & Sales calls

- Ensure that they key reports on performance are tracked and monitored during the day and to drive the team to hit the daily targets

- Conduct one to one reviews, plus recruitment, grievance & disciplinary process in conjunction with Senior Management

- Provide accurate monthly reports to senior management

- Ensure that team statistics are accurately reported and communicated to all team members (bookings/CSI/Telephony etc…)

- Prioritise work tasks for the agents

- Co-ordinate staff rotas/holidays as required, to ensure adequate cover is available at all times

- Act as an ambassador for our client

- Support the Senior Management as required

Skills and Experience needed to become their Contact Centre Supervisor

- Strong analytical skills

- Good PC, numeracy, literacy and telephone skills

- Demonstrate a flexible approach to changes in the working practices and procedures

- Ability to build rapport

- Coaching of staff

- Leadership

- Experience preferably gained within an after sales or call centre environment and have a friendly and professional personality to match

Benefits of becoming their Contact Centre Supervisor

- Flexible working hours

- 30 days holiday inclusive of bank holidays

- Contributory Auto enrolment Pension Scheme

- Health Cash Plan

- Free on-site car parking

If you feel you are the right candidate for the role as their Contact Centre Supervisor then please click ‘apply’ now! They’d love to hear from you!