Contact Centre Supervisor

1 week ago

Redhill Surrey, United Kingdom Willis Towers Watson 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.
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. Aim to answer caller queries on first contact as often as possible, using the ‘self-serve’ opportunities WTW provide online where appropriate
Keen to provide an exceptional service, with a positive and caller focused attitude
Computer literate
Contact Centre / Customer Service experience required
Experience mentoring more junior associates required
Excellent customer service skills essential
We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organization. We embrace all types of diversity.

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