Call Center Supervisor
6 months ago
Are you enthusiastic and keen to learn and develop your skills? Do you possess lots of initiative and a practical approach? Are you interested in driving your own career progression within a dynamic and expanding department? If so read on...
If successful you will work in a busy, ever expanding managed legal services team, leading the team in respect of the telephones and client journey. This is interesting role which involves team management, conduct and oversight, training and delivery of a quality service.
**The hours**:
We are committed to providing a service to our clients between the hours of 8am to 8pm on Monday to Thursday, 8am to 8pm on a Friday and 9am to 5.30pm on a Saturday and Sunday. The role will normally involve working to shift patterns to accommodate these hours. This typically involves working one 11.30am - 8pm shift every 2-4 weeks. This is a full time role.
**Key responsibilities**:
- Having responsibility for the management of the telephony and calls within the team
- Managing call volumes within the telephone team and the wider team
- Managing team call targets and stats
- Responsible for phone cover including the rota
- Assist with recruitment within the team
- Assist with telephone training
- Call auditing for the telephone team and wider team and providing feedback
- Training of new team members
- Assist with collation of bonus data, rewards and incentives.
- Conducting team members 1-2-1 and development plans
Skills, knowledge & expertise:
- Leadership skills and the ability to motivate and develop staff
- A flexible attitude and the ability to manage change
- Competency with IT systems
- Consumer and/or debt recovery call centre/helpline experience essential
- The ability to set, meet and exceed targets
- Providing interview and costs advice to clients by telephone
- Understanding of regulatory obligations and principles
**Key competencies you will need**:
- Good communication skills with the confidence to liaise openly and clearly with colleagues at all levels
- Strong customer focus and excellent telephone manner
- Ability to lead others and show a team how things should be done
- To be able to demonstrate flexibility, initiative and confidence in your own ability
- Commercial awareness
**About you - you will be**:
- Highly enthusiastic, willing to the extra mile and be happy to go beyond the job description
- Have positive, willing and can do attitude.
**Find out more about us....**
It is the people at Shakespeare Martineau that make us so special. By understanding what our people want, giving them the support they need, recognising everyone’s contribution and realising the unique power of teams; together we win. As a firm we are focused on proactively building and developing diverse teams, bringing different backgrounds, personalities and perspectives together. We play to our strengths, pushing ourselves to be consistently better than yesterday and deliver amazing solutions for our clients. We empower our teams with a high degree of individual responsibility; we self-manage and encourage everyone to be responsible for their own learning, knowing it makes us even better at what we do We believe in trusting our people to make the right decisions for themselves from how you dress, to how, when and where you work - we focus on outputs.
Want to find more about our amazing benefits?
**How we work**:
We embrace agile working and offer a blended approach to where and how we work.
We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.
We have hubs in Birmingham, Leicester, London, Milton Keynes, Nottingham, Solihull, Stratford-upon-Avon and Sheffield. This role will be a hybrid of home based working and travel as required into our Birmingham Office.
**Additional information**
**Equal opportunities**
Shakespeare Martineau is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.
**Benefits**:
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- On-site parking
- Private medical insurance
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Birmingham
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