- Kemble – office based
- Shifts between 7:30am-7pm including 1/3 weekends 9am-5pm
We’re excited to be recruiting for a motivated Contact Centre Supervisor to join our client’s friendly Customer Care Department!
In this role, you will be managing the day-to-day workload of the department, providing support and motivation to the team, and encouraging ongoing improvement. This role would be suitable for someone with strong customer service experience and previous leadership experience.
Daily duties will include:
- Planning and delegating daily team activities
- Ensuring activities are sufficiently resourced and the team meets SLAs
- Managing escalated complaints and filing according to procedures
- Identifying resourcing challenges and combatting with effective rota management
- Undertaking quality monitoring for the team
- Managing day-to-day individual requests from the team
- Supporting the department in adhering to budgetary constraints
- Driving continuous improvement for customer experience, SLAs, and KPIs
- Tracking and reporting on department and individual performance
Skills and experience required:
- Proven customer service experience
- Leadership experience, preferably within a contact centre environment
- Strong communication and time management skills
- IT literacy
If you’re looking for the chance to develop your leadership skills, this is a great opportunity!
Apply today or get in touch for more information.