Call Centre Supervisor

Job Title: Call Centre Supervisor

Job Type: Full-Time - Temporary

Location: Harlow, GB-ESS, CM19 5QA

About the Role:
The Customer Service Supervisor is entrusted with the responsibility of overseeing the daily operations and performance of the Customer Service team. This role is pivotal in ensuring compliance with client guidelines, as well as maintaining performance and productivity standards within the call center environment.

Essential Job Responsibilities:

• Supervise the daily operations of the customer service team, managing workflow and ensuring efficient call handling.
• Monitor phone calls of team members to ensure adherence to all policies and procedures, providing feedback and coaching as necessary.
• Effectively communicate departmental and team objectives on a regular basis, fostering alignment and engagement among team members.
• Handle escalated calls from team members, resolving issues and ensuring customer satisfaction.
• Motivate and cultivate a positive working environment to achieve performance standards and productivity goals.
• Supervise, train, and develop team members, providing ongoing coaching and support to enhance skills and performance.
• Assess associate development needs and monitor performance, providing recommendations for hire, advancement, promotion, or termination of employment.
• Prepare departmental productivity reports and other reports required by management or clients, analyzing data and making recommendations for process improvements.
• Supervise direct reports and provide feedback on employee performance, recognizing achievements and addressing areas for improvement.
• Demonstrate high levels of safety awareness to achieve safety objectives and adhere to security and privacy policies to protect company and customer information.
• Respond to system problems and questions from associates in a timely manner, providing assistance and troubleshooting as needed.
• Maintain harmony among workers and resolve grievances in a timely manner, fostering a positive and inclusive work environment.

Qualifications:

• High school diploma or GED required; Bachelor's degree preferred, or an equivalent combination of education and relevant experience.
• 3 to 5 years of experience performing customer service duties in a call center environment.
• Previous supervisory experience, with demonstrated leadership and team management abilities.
• Strong customer service skills, including excellent verbal and written communication.
• Proficiency in PC and Microsoft Office applications.
• Demonstrated knowledge of and support for company standards, policies, procedures, and code of ethical behavior.
• Repetitive motion may be required, including twisting, bending, and climbing.
• Long periods of computer work are necessary.
• May require standing, walking, grasping, reaching, sitting, talking, or hearing.
• Close vision and ability to focus are essential.
• Conditions may include an office environment or computer room, with occasional exposure to dust, dirt, toner, ink, and other environmental factors.
• May involve lifting up to 25 lbs. frequently.

Benefits:

• Health & wellbeing programme
• Life insurance
• Referral programme
• Referral Bonus
• Paid Holidays
• Bonus plan
• Pension scheme
• Eye care vouchers
• Wellbeing support line
• Company Service Award