Call Centre Supervisor

3 months ago

Norwich, United Kingdom Specsavers Full time

**Call Centre Supervisor**
**40hours per week**
*Includes weekend shifts*

Join our team as a supervisor, and you’ll discover why at Specsavers, we pride ourselves on providing the foundation for exciting, long-term careers - a home where your previous optical expertise and/or customer service will be truly valued, and where you’ll be given the opportunity to thrive. We’re looking for someone who ideally has previous call handler, team leader or supervisory experience, however, this is not essential, as training will be provided. This is an opportunity to develop yourself, and try something new.

**Responsibilities**:

- Supervise a small intimate team of call centre representatives
- Provide support to the team by actively taking inbound and outbound calls, where necessary.
- Assist the manager to ensure effective customer service is provided at all times.
- 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 - leading by example
- 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 (preferred, not essential)**:

- 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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