Customer Service Supervisor

4 weeks ago


Northampton, United Kingdom Panther Group Full time

**Role Overview**

To provide the best possible service to clients by ensuring the successful management of customer service agents.

**Duties and Responsibilities**
- Oversee labour deployment within teams on their shift, ensuring that the throughout targets are achieved in the most efficient way possible.
- Coach and mentor the agents on their shift to ensure they are fulfilling their roles with appropriate results and in the correct manner.
- Ensure that the agents receive the appropriate development and support to achieve within and beyond their role.
- In conjunction with the other Supervisors, be jointly accountable for the 24-hour performance of the depot, assisting other shifts to achieve this where necessary
- Support operatives in employing sensible, balanced, and appropriate Performance Leadership techniques.
- Actively support and encourage the submission, evaluation and trialling of Continuous Improvement principles and ideas within their shift.
- Visibly support their agents through floor walking.
- Always demonstrate role model behaviour and treat every employee, visitor or contractor with respect, courtesy and dignity.
- Overall accountability on their shift for holiday and sickness absence.
- Deputise for the Customer Experience Manager as and when required.
- Take full accountability for their own personal development, ensuring that they continually drive to improve their own performance through increased knowledge, skills, and awareness.

**Key Outputs and Results**
- Ensure call wait times are kept to a minimum
- Maintain an excellent call quality level within the team
- Support to close down escalated situations.
- Provide guidance when training to best equip agents
- Compile reports on a regular basis
- Ensure that company procedures are followed by all staff.
- Encourage a proactive approach to GDPR
- Control and develop working practices across the call centre to increase productivity levels.
- Assist the Customer Experience Manager to ensure that call centre targets are met.

**Skills and Experience**
- Demonstrable experience within a customer service environment
- Excellent leadership, coaching and management skills.
- Strong communication skills at all levels, with the ability to appropriately challenge.
- A confident problem solver, using initiative to resolve issues as they arise.
- Dedicated team player



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