New Look & SITEL Contact Centre Supervisor
Graduate job Exeter (Devon)
Job description
Do you have a passion for delivering excellent customer service?
Are you ready to take a step up?
Do you enjoy the flexibility of working evenings?
About the Job:
New Look & SITEL are an award winning campaign, and we are looking for supervisors to work within our fantastic management team.
You will be supervising the campaign for the hours between 2:30pm-11pm, ensuring SLA’s are met, all client and organisation KPI’s are on target and all day to day tasks are completed during these hours. You will have client contact and be the first point of contact for agents and third parties. You will be responsible for ensuring all escalated customer complaints are resolved in line with company policy and in a timely fashion. You will ensure all performance issues are communicated to the responsible manager to be dealt with.
Soft Skills Needed:
- Enjoy working evening shifts
- Strong decision maker (Desirable)
- Exceptional conflict management/objection handling skills
- Charismatic
- Fantastic people skills, with a proven track record of supporting development in team members
- Proven time management skills
- Professional appearance and manner
Experience Required:
- Previous supervisory experience in a fast paced environment (Desirable)
- Call Centre experience (Desirable)
- An understanding of basic performance management principles (Desirable)
- Will suit someone who is ready to step up from advisory role or is currently a supervisor
Accountability Profile:
- Responsible for taking escalated complaints
- Ensuring all tools are available for agents to complete their roles
- Reporting on KPI’s to client and management team
- Reporting end of night communications and figures to client and management
- Reporting any performance issues to management in a timely fashion
- Supervise the agents on shift and motivate them to achieve maximum results
- To work toward achieving all service level agreements on duty
- To follow New Look and Sitel policies and promote a positive work environment