Call Centre Supervisor

5 months ago


Norwich, United Kingdom Specsavers Full time

**Call Centre Supervisor**
Full time**:40hours per week**
Weekday/ Weekend

**Responsibilities**:

- Assist the manager to ensure effective customer flow and a smooth customer journey.
- Supervise a team of 8 call centre representatives
- Provide support to the team by actively taking inbound and outbound calls, where needed
- Support the manager with timely completion of team member reviews.
- Monitor and evaluate call centre metrics to ensure efficiency and productivity
- Provide coaching and feedback to improve performance and customer service skills
- Handle escalated customer complaints or concerns
- Develop and implement strategies to increase sales and meet revenue targets
- Ability to work effectively as part of a multi-site team, providing support to all managers and colleagues, acting as a role model to subordinates
- Collaborate with other departments to ensure smooth operations and customer satisfaction
- Set performance goals and targets for the team
- Foster a “Customer First” culture in all aspects of client and colleague interaction
- You may be expected to partake in vital activities such as organisation of employee rotas, training opportunities as well as recruitment.

**Experience**:

- Proven experience in a call centre supervisory/ leadership role
- Strong leadership skills with the ability to motivate and inspire a team
- Customer service champion
- Excellent communication and interpersonal skills
- Proficient in call centre software and CRM systems
- Knowledge of sales techniques and strategies

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00-£24,500.00 per year

**Benefits**:

- Employee discount
- Health & wellbeing programme
- Store discount

Schedule:

- 8 hour shift
- Day shift
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Performance bonus

Ability to commute/relocate:

- Norwich, NR1 3QN: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service : 2 years (required)
- Call Centre: 1 year (required)

**Language**:

- English (required)

Work Location: In person

Reference ID: 002442


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