Contact Centre Supervisor
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| Job Type | Permanent Full Time |
| Area | Farnborough, Hampshire |
| Sector | Team LeadersCall Centre |
| Salary | £25,000 (progression available to £27k) |
| Advertiser | Selecto Recruitment |
| Job Ref | Contact Centre Supervisor Farnbo |
| Job Views | 1207 |
- Description
- Starting Pay: £25,000 (progression available to £27k)
Start Date: ASAP
Contract Length: Permanent
Shift Pattern: Tuesday - Saturday (shifts 7:30am -3:30pm & 12pm - 8pm)
Selecto Recruitment are currently recruiting on behalf of our client for an exciting role within an exceptional contact centre team to support in providing the very best service to over a million members in the UK and the US. Your role will primarily be to ensure that both inbound and outbound work is assigned and actioned effectively by the contact centre team in order to meet the department's SLAs and to ensure the team have the necessary direction and support to do their jobs well.
We are looking for candidates with the following skills and experience:- Proven experience of supervising a team, preferably (but not necessarily) in a contact centre environment.
- An effective communicator who uses diplomacy and sensitivity when needed.
- A problem solver who can assess a situation and identify possible solutions.
- A confident and approachable people person.
- Someone who cares and is consistently passionate about what they do.
- The ability to be highly organised, to set priorities and to be flexible when necessary.
- Someone who can keep calm in a crisis.
- A confident user of computer software to prepare reports and documents.
Responsibilities of the role are:
- Ensuring the contact centre team is providing the best possible level of customer service to members.
- Assigning work effectively throughout the day to meet the department SLAs.
- Resolving customer escalations from the contact centre team, including effective management and capture of member complaints.
- Actively monitoring timekeeping and task adherence across the team, providing immediate feedback to individuals and highlighting persistent concerns to the management team.
- Being available; Managing by walking around; Being visible to answer questions.
- Conducting a concise handover at the end of each shift to the incoming supervisor/team, including current status in regards of workload and issues.
- Working collaboratively with Team Coaches to support the onboarding of new team members.
- Supporting the management team to maintain a happy and motivated team.
Company benefits offered are:- Competitive salary
- Flexible working hours
- Free tea, coffee and fruit
- Workplace pension scheme
- 33 days annual leave (plus bank holidays)
- Westfield Health Cash Plan
- Westfield Surgery Plan (after 3 years' service)
- Westfield Rewards (discounts at over 600 retailers)
- A birthday lie-in
- Training opportunities to further develop your craft
