Call Centre Supervisor
Call Centre Supervisor / Contact Centre Supervisor
£9.50 - £10.00 p/h (Depending on Experience)
40 hours per week – Monday – Friday (Including some Saturdays) Shift pattern - 8:00am – 19:00pm (8hours Shift Monday - Friday) Saturday: 10:00am – 15:00pm
Reports to – Customer Service Manager
Due to expansion our client is looking to recruit for additional customer service staff to join their expanding call centre team, and currently have a permanent vacancy.
The purpose of this role is to provide full support to the Customer Service Manager, along with providing dedicated recourse to admin tasks, helping team members on the phone and be the bridging link between the warehouse operation and the customer services. Knowing how to help lead, motivate and focus the advisors to achieve optimum performance should come as a second nature to you. You required to have excellent communication, engagement and development of people skills supported by your exceptional attention to detail with a high degree of accuracy and an ability to deliver business plans. Within the company, you are required to liaise with internal departments such as purchasing, warehouse, trade counter, and marketing. You will deal with third parties, including couriers, suppliers, and manufacturers on a daily basis to ensure we provide our customers with the best possible service.
Key Duties will include:
Working closely with the Customer Service Manager to ensure that all daily KPI targets are met with the team
Driving added value to the department and business improvement by being commercial minded and challenging
Taking customer queries via email and over the phone, maximising sales opportunities through good product knowledge and commercial acumen
Troubleshooting of return queries and being able to challenge couriers and customer alike to maximise sales retention opportunities and offering the correct product alternatives, wherever possible
Being extra vigilant and proactive in spotting and preventing potential fraud cases and high risk high, value orders
Ensuring that a close working relationship with our courier partners is maintained to ensure that all service levels are met and value for service is maximised
Championing the courier claims process for each respective carrier service and maximising potential revenue streams
System support for shipping services/methods to ensure that systems are aligned, and the correct shipping methods are being used in accordance with the relevant products
General admin support for process escalation matters, such as, complaint handling, social media, and product knowledge
Provide leadership, development and coaching of advisors. Actively engaging and supporting the development of the team to ensure team performance is met
Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
Identifying and instilling best practice, processes and systems and drive a continuous improvement environment
Ensure service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery
Core Skills Required:
Flexibility in working hours
Key Skills Required For This Role * Proficient in all Microsoft Office programs, included Excel, Outlook and Word.
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