Call Centre Supervisor

SRS Partnership are currently on the lookout for an experienced Contact Centre Supervisor to effectively manage Team Leaders & support them in the management of their teams along with deputising for and supporting the Contact Centre Manager.

**Please note this is a secondment position for 9-12 months**

Key Responsibilities:

  • Attendance Management, including Welfare Visits and Return to Work interviews.
  • Carry out disciplinary, investigation and conduct meetings.
  • Support & coach Team Leaders.
  • Carry our Team Leader monthly 1-1’s and assess their 121 meetings with their teams.
  • Yearly Appraisals for Team Leaders.
  • Colleague performance management, Support on performance management – performance improvement planning, disciplinary, investigation and conduct meetings.
  • Management information reports for senior management teams.
  • Overseeing end to end recruitment.
  • Motivate teams to encourage positive attitude.
  • Strong knowledge of Right to Work and GDPR guidelines.
  • Communicate fluently & confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues.
  • To always represent the Company in a professional and competent manner and develop strong working relationships with Colleagues.
  • To visibly demonstrate enthusiasm and positive behaviour.

To be Considered for this you should have:

  • Working knowledge of Helpdesk environment.
  • Ability to manage a team of Call Centre Operators and Team Leaders.
  • Ability to extract, collate and present performance data relevant to the business.
  • Ability to motivate staff to drive the business.
  • Strong customer service skills.
  • Flexible approach to working hours.
  • Effective communication skills both written and verbal.
  • Previous experience of delivering presentations to management.

What’s in it for you?

  • Staff Discount card.
  • Fully paid training.
  • 33 days holiday.
  • Hybrid working.
  • On-site parking.

Please note this role requires a high degree of flexibility with regards to working hours as it is a 24 hour out of hours operation. Cover will be required across all shifts on a 1 week in 2 on-call rotas where high level of responsibility will be required.

See Salary Above

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