Contact Centre Supervisor

7 days ago


Crewe, United Kingdom EMaC Full time

EMaC is a great place to build a career and there are plenty of exciting opportunities with us. We’re always looking for talented, enthusiastic individuals who are as keen as us to innovate, excite and make a real difference. Our view is that if we can help your career to grow, you’ll be helping us grow as a business - everyone wins.

We’re a proactive, can-do company. We strive to create a positive and happy environment where great ideas can flourish, empowering our people with the means, flexibility and opportunity to maximise their potential. We believe that everyone can make a difference.

We are an equal opportunity employer and value diversity at our company. We do not discriminate and take positive steps to create an inclusive culture.

**Job Purpose**:
The Contact Centre Supervisor will be responsible for managing and leading our contact centre team, overseeing the day-to-day performance of our employees, client account performance, departmental goals and service deadlines, whilst ensuring the delivery of professional customer service within a sales focused environment.

You will manage the department through team engagement, overseeing completion of operational work streams, ensuring profitability, and maintaining sales related targets and service levels.

**Job Summary**:

- Deliver and drive sales performance in line with agreed targets.
- Monitor performance of individuals and department in line with company KPI’s.
- Encourage ways to ensure profitability and drive business revenue through recommendation of products and services.
- Support the sales strategy and statistics for the department.
- Take responsibility for ensuring the day-to-day operational activity within the business, meeting company SLA’s in terms of calls, data and campaign volume.
- Assist with onboarding of new clients by producing relevant scripts, training materials etc to ensure smooth transfer from Commercial to Operations.
- Maintain strong relationships with all internal teams in the UK. Acting as a contact point for the department and assist with workload prioritisation.

**What you’ll need**:

- High Level of customer service experience.
- Ability to engage and manage clients and consumers.
- Excellent problem solver.
- Self-motivated, flexible, and reliable.
- Have a growth mindset and embrace change.
- The ability to work well and remain calm with a professional approach under pressure, producing a high standard of work.
- Confident on approach.

**What you’ll receive in return**:

- No late evenings.
- A flexible hybrid approach to the working week.
- 25 days holiday (pro-rata) increasing to a maximum of 32 days with service (plus bank holidays).
- Employee benefits scheme, including opportunity to purchase up to 3 days holiday, health cash plan, dental cover, travel insurance, life insurance, cycle to work scheme and charitable giving.
- Employee Recognition Awards.
- Long Service Award Scheme.

**Job type**:

- Full Time
- Permanent opportunity
- Salary dependent on experience - between £28k to £31k DOE. Commission up to £300 per month.


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