Customer Service Supervisor

Overview

Our client is currently recruiting a Customer Service Supervisor working as part of the Customer Services Team.The role of the Customer Service Supervisor is to lead a team of customer service colleagues, to build strong relationships with our customer-base and to proactively manage customers’ expectations.

The Supervisor will be a key member of the Customer Services Leadership team. You will resolve any emerging problems quickly and efficiently while ensuring that your team meets the key performance metrics required by the business. You will be proactive in managing, training and guiding agents in performing their duties while providing a high level of support and mentoring. You will represent your team at operational meetings, internal and external, providing information and updates applicable to your area of responsibility. This is an extremely fast paced environment and attracts those who are open to challenges, passionate about serving customers to the best of their ability, and wanting to deliver excellence.

Qualifications

• Possess strong leadership skills with ability to work under pressure while leading and motivating your team.
• Have excellent communication skills, both verbal and written, with ability to explain and present well
• Be proactive and well-organised, with multitasking ability
• Be enthusiastic and self-motivated
• A problem solver - experienced in dealing with challenging interactions and finding solutions
• Experience within a Customer Service Department is an advantage but not essential. Passion to do the best you can for ourcustomers is a must
• Previous supervisory/ management experience is desirable

Responsibilities

• Work closely with the Contact Centre Manager and Supervisory team
• Assist in the formulation of targets for both individuals and the wider team
• Hire and onboard new colleagues
• Continued support to colleagues through providing encouragement, coaching and guidance
• Deliver observational feedback and 1:1 appraisals with colleagues
• Measure performance with key metrics such as call abandonment, call waiting
• Handle complaints and provide solutions and options efficiently
• Ensure all colleagues understand and comply with all performance standards, objectives and policies
• Provide KPI weekly, monthly and annual reports
• Explore new opportunities and solutions to add value to the wider team
• Keep all training and development records up to date
• Keep all agent files up to date including attendance, appraisal and performance
• Build strong relationships, developing trust through open and interactive communication