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Contact Centre Supervisor

3 months ago

Edgware, Greater London, United Kingdom Osborne Appointments Full time

Do you work in a Customer Service advisor role where you support other team members naturally? Looking to progress to a supervisor? If this sounds like you then read on.....


OA are recruiting for two Supervisors for a Customer Service centre based in Colindale which is conveniently located for commuters.

Established 21 years ago with a portfolio of smaller clients right up to well-known brands/organisations, they are the marketleader in the UK in what they do.

Dealing with B2B and B2C sectors, live agent, inbound and outbound services.

Role:
Customer Service Contact Centre Supervisor

Rate:
£11.00ph/£23,000pa (inc. holiday accrued while temping for the first 8 weeks)

Days:
Monday to Friday between 8am-9pm, Saturdays between 8am-7pm, Sundaysbetween 9am-6pm (1 in 3 weekends required)

Times: 40 hours per week/ (with a one-hour lunch) Overtime is available if desired


Dealing with a variety of customer service campaigns on behalf of the clients/brands they represent to ensure a high standard of Customer service is delivered to achieve the clients goal.

The client really values its employees and offers career development within the company.

You receive full campaign training and CSDP/MDP training to represent the brand you are working on to the highest standard and to gain a full understanding of what isexpected.

In order to be successful on each campaign, relationships need to be built with the clients to ensure complete satisfaction and the return custom.

This is extremely important as you will ensuring the call centre agents are representing the brandin the appropriate way.

Team Leader Responsibilities:

  • Ensure all Inbound calls are handled in accordance of the clients requirements and to be compliant.
  • Assisting in coaching and mentoring team members development alongside the Team leader and reporting to the assistant manager.
  • Consistent positive and constructive feedback is given and followed up on.
  • Supporting the advisors during calls with any questions they may have and reporting feedback to the team leader.
  • Call monitoring to address any additional coaching as and when required.
  • Ensuring productivity during quitter times for all advisors
  • Complete client audits

Team Leader Requirements:

  • Grade C or above in Maths and English GCSE
  • Experience working in a contact centre environment previously (1 year)
  • Positive, punctual and professional working attitude
  • Working within a role that has dealt with key performance indicators
  • Self motivated, can use initiative and excellent communication skills
  • Computer literate

Benefits:

  • Work events/fun days
  • Clear progression path
  • Department recognition initiatives in place for top performers
  • Training programmes
  • Access to retailer discounts through their program
  • More benefits once becoming permanent at 8 weeks


IF YOU FIT THE REQUIREMENTS and you are interested in joining the team, please get in touch with your CV.