Call Centre Supervisor

Boutique Recruitment is a growing staffing solutions company specialising in the following sectors.

Aviation | Construction | Sales & Marketing

We are advertising on behalf of our client, that requires a Call Centre Supervisor.  

Company Information

A privately owned and independently operated company that specialises in a wide range of fleet support services are looking for a Call Centre Supervisor.

They operate from a Southampton based call centre. All their service providers are independent, time served and fully compliant with all modern legislation and understand the customers service needs.

We are looking for a motivated call centre supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organised and reliable, as well as results oriented.

Your goal is to drive excellent performance from your team that will bring sustainable business growth for our clients.

Full training and support will be given.

Shift Details

• Monday – Friday 8am – 6pm, Some Saturdays as and when required, which will be given back in lieu of hours, any other additional hours will be paid as overtime.

Duties

Reporting directly to our office manager and other members of the management team as and when required, your responsibilities will include:

• Assisting in the formulation & monitoring of targets for individuals and teams
• Supporting the onboarding of call centre team members
• Answering questions from handlers and providing guidance and feedback
• Anticipating escalation and taking over calls when needed
• Devising ways to optimise procedures and keeping handlers motivated
• Measuring performance with key metrics such as call abandonment, calls waiting etc.
• Ensuring adherence to policies for attendance, established procedures etc.
• Keeping management informed on issues and problems, being the link between call handlers and management
• Preparing daily/weekly/monthly results and performance reports
• Overseeing call handlers weekly/monthly rotas

Requirements:

The successful candidate for this role will be able to demonstrate to us the following skills and experience:

• Proven experience as a call centre supervisor or similar supervisory position
• Experience in customer service is essential
• Excellent client relationship skills
• Proficient in English
• Working knowledge of MS Office.
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities
• A results-oriented approach
• Excellent organisational and leadership skills
• Ability to work under pressure
• Fleet services or tyre services experience preferable.

Whilst industry experience would be preferred the key is a supervisory background and flexible approach to coaching, managing and problem solving with a busy team of people.

Full training will be given for the successful candidate.

Salary Package

£22,500 + holidays and company benefits.