Contact Centre Supervisor

Found in: beBee S GB - 2 weeks ago

Redhill, United Kingdom WTW Full time

We are looking for customer service focused individuals to join our team. As a Contact Centre Supervisor your role will be varied, responsibilities include coaching/mentoring, quality monitoring, driving performance, supporting projects and answering inbound interactions / escalations.

The Role

  • Coach team members to optimize efficiency, monitoring progress against SLAs / KPIs

  • Quality auditing of calls, emails and web chats to ensure we are upholding WTW’s high customer service standards

  • Produce accurate reports and monitor trends in data

  • Support Contact Centre projects and upskilling of colleagues

  • Respond efficiently to inbound queries via telephone, email and web chat. Returning voicemails and making call backs as required. Clearly and accurately documenting your discussion and any actions due to be taken

  • Aim to answer caller queries on first contact as often as possible, using the ‘self-serve’ opportunities WTW provide online where appropriate

  • Develop and maintain scheme / system knowledge

  • Work efficiently to hit individual and team targets

The Requirements

  • Keen to provide an exceptional service, with a positive and caller focused attitude

  • Good communication skills (listening, spoken and written)

  • Natural problem solver, able to work to a high level of accuracy

  • Able to work well under pressure and meet targets

  • Computer literate

  • Contact Centre / Customer Service experience required

  • Experience mentoring more junior associates required

  • Experience working to SLA’s / KPI’s beneficial

  • Excellent customer service skills essential

  • Good time management

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organization. We embrace all types of diversity.

Equal Opportunity Employer

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