Call Centre Supervisor

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Job description

Overview

We are seeking a motivated and experienced Call Centre Supervisor to oversee our day shift operations. This hybrid role will involve both supervisory responsibilities and active call handling during peak times. You will ensure the smooth running of the team during the shift, focusing on performance management, quality assurance, and achieving key performance indicators (KPIs). If you're passionate about leadership, quality service, and operational excellence, this could be the ideal role for you.

Key Responsibilities

Supervisory and Quality Assurance (60%)

• Team Leadership: Supervise and provide guidance to a team of call centre agents, ensuring efficient and high-quality service delivery.
• Performance Management: Monitor individual and team performance, provide regular feedback, coaching, and support to ensure KPI targets are met.
• Quality Control: Conduct regular call monitoring to ensure adherence to quality standards and provide constructive feedback to agents.
• Reporting: Prepare and present reports on team performance, quality issues, and shift operations to senior management.
• Training and Development: Assist in identifying training needs and support the professional development of the team.
• Policy Adherence: Ensure agents comply with company policies and procedures, particularly regarding customer service, data security, and attendance.

Call Handling (40%)

• Direct Customer Interaction: During high-demand periods, jump on calls to manage spikes in call volume, ensuring minimal disruption to service levels.
• Problem Resolution: Handle escalated or complex customer queries and complaints in a timely and effective manner.
• Supportive Role: Provide hands-on assistance to agents when required to manage workload or difficult situations.

Required Skills and Qualifications

• Experience: Minimum of 2 years' experience in a call centre environment, with at least 1 year in a supervisory or leadership role.
• Communication: Strong verbal and written communication skills, with the ability to provide clear and constructive feedback.
• Leadership: Proven ability to lead, motivate, and develop a team in a fast-paced environment.
• Customer Focus: Excellent customer service skills, with a commitment to quality and a track record of achieving high customer satisfaction levels.
• Problem-solving: Strong decision-making and problem-solving skills, particularly in high-pressure situations.

The shift is fixed from Tuesday to Saturday, Days off will be Sunday and Monday.

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