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Part-time Contact Centre Team Leader

4 months ago

New Milton, United Kingdom Talent Sure Recruitment Limited Full time

**Part-Time Control Centre Supervisor - Out of Hours**

**Hours: 30 hours per week, typical hours between 4.00pm-12.00am, Four on Four off (26.25 hours per week)**

**Location: New Milton**

**Salary: £25,500 per annum FTE (pro-rata £18,000 - £19,500 per annum)**

Do you want to join a flourishing nationwide company that is achieving significant growth with many development opportunities and a fantastic culture? If so, this could be the Company for you

Our client is looking for a part-time Supervisor to manage the out of hours control centre and support operators when dealing with call handling.

**Main Responsibilities**
- To have responsibility with your peer supervisor for the successful running of a robust shift ensuring process and procedures are adhered to in line with business expectations and that KPI's are achieved by effective service management and staff managementwhilst on shift.
- Provide support to operators when they are dealing with call handling.
- Provide regular feedback and updates to the Senior Coaches and Coaches on matters relating to the operator's skill set.
- To ensure that the quality of customer care is firmly at the centre of decisions made, ensuring taking overall accountability for the end user's safety.
- To manage the control centre in times of high call volumes and low call volumes and taking full ownership for service management.
- Utilise operational resource to achieve customer and industry key performance indicators.
- To escalate any service management concerns including resourcing challenges to the on-call senior service manager.
- Review resource regularly to ensure that each shift is set up to succeed.
- Ensure homeworkers are provided with the same level of support as those in the office.

**In order to be successful as a Control Centre Supervisor, you need to have**:

- Demonstrable experience of working with the public face to face and/or on the telephone.
- Ability to contribute ideas, suggestions and feedback to improve the service and to identify and implement service improvement projects.
- Understands call handling platforms.
- Takes effective decision-making.
- Values and supports others.
- Works to develop an atmosphere of professionalism and mutual support.
- Ability to work under pressure and to tight deadlines.

**In return for your hard work and commitment, our client offers excellent benefits, including**:

- 23 days holiday rising to 25 days annual leave pro rata
- Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
- 24/7 employee assistance programme
- Family and friends' discounts on our services & products
- Pension Scheme, up to 4% Company matched
- Life assurance 2x annual salary
- Overtime available once fully trained