Call Centre Supervisor

Posted 29 July by Career Cross Ltd
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Call Centre Supervisor - South Shields - £26k + benefits

Our client is a well-established company based in South Shields, due to continued growth and expansion they are now looking to recruit a Call Centre Supervisor. Working within an inbound Contact Centre in South Shields you will be responsible for the day-to-day running of the Contact Centre, including leading, motivating, developing, and supervising a small department of Inbound Sales Advisors.

Duties and Responsibilities:

  • Compiling management information weekly and monthly reports
  • Completing HR tasks on our online platform
  • Conducting 1-2-1 conversations with team members
  • Reviewing the standard of call qualities
  • Providing feedback where required to ensure performance and sales targets are met
  • Identify, analysis and escalate trends affecting sales performance and customer experience
  • Provide training to members of the team to ensure customer experience is world class
  • Manage staffing levels ensuring correct coverage for media and call back procedure to maximise sales ensuring operational efficiency
  • Recording of daily performance statistics for sales and KPI’s for all advisors
  • Drive the performance in the team by managing and developing incentives
  • Managing change programmes and projects which impact the Contact Centre
  • Liaise with other departments in the business when required
  • Maintain industry knowledge and identifying areas of improvement encouraging best practice

Ideally the successful candidate will have experience of working in a busy Contact Centre in a supervisor or team leader position, possess strong interpersonal skills and has the desire and passion to lead and manage a team successfully, by motivating, training, and developing staff to achieve targets and goals. Good time management skills, with experience of working under pressure in a busy environment and is able to handle change positively. Knowledge of Excel/Microsoft/Dynamics and CRM systems is desirable

Keywords - call centre, call centre manager, call centre supervisor, inbound calls, sales advisors, inbound sales advisors, team manager, team supervisor, contact centre, contact centre supervisor, contact centre manager, supervisor, manager, CRM, CRM Systems, team leader, management, HR, 1-2-1, team members, customer care, customer service, training, South Shields

Reference: 47653921

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