Call Centre Supervisor

7 months ago

New Milton, United Kingdom South West Recruitment Full time

**We Are Recruiting For A Permanent, Part-Time Call Centre Supervisor For A Rapidly Expanding, Dynamic Contact Centre In New Milton, Hampshire.**:
**Hours**:
**Late Shift - 16.00- 00.00 Four on Four off (26.25 hours per week)**

**SALARY**:
**£18,086.25 per annum then increases to £19,478.55 after successful probation**

**LOCATION**:
**Office based in New Milton, Hampshire, you must be located within a commutable distance.**

**Role Purpose**
- 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 management whilst on shift.

**Main Responsibilities and Activities**

**Shift management & support**
- Provide support to operators when they are dealing with call handling (such as emotional, abusive or difficult calls).
- 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 and with all we do, 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. Review in line with current procedures and processes whilst using own initiative to deliver excellent operational results.
- 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 and any escalate any concerns to Injixo and Control Centre Manager.
- To escalate and own any crisis management situations, particular events, customer complaints and major incidents to the on-call senior crisis manager in line with procedures.
- Consistent review of User State to ensure all operators are being utilised effectively, and managing any negative behaviours observed both remotely and within the control centre.
- Ensure homeworkers are provided with the same level of support as those in the office.
- Take incoming absence calls from staff, ensuring that details are logged, line managers are made aware and RTWs are completed where needed in the absence of a Coach.
- Complete RTWs and manage negative behaviours in the absence of a Coach.

**Requirements**:
**Essential - Minimum Criteria**

**Location**

New Milton or the surrounding area

**Experience**
- 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.

**Qualifications & Training**
- 5 GCSEs or equivalent (To include Maths & English at 'C' or above)

**Skills, General & Special Knowledge**
- IT literate using a wide range of different computer systems including Word, Excel and Outlook.
- Understands call handling platforms.
- Can act assertively.
- Takes effective decision-making.
- Seeks obtaining feedback for continuous improvement.
- Ability to problem solve.
- Values and supports others.

**Personal Attributes**
- Encourages and supports others to make best use of their abilities.
- Works to develop an atmosphere of professionalism and mutual support.
- Ability to work under pressure and to tight deadlines.
- Ability to deal with demanding customers in an empathetic understanding and caring way.

**Other Information**:
**Perks**
- ** Annual salary of starting at £18,086.25 rising to £19,478.55 after a successful probation period**:

- 23 days holiday rising to 25 days annual leave pro rata
- We offer you 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

**Job Title**:

- Call Centre Supervisor - Part Time**Job Reference**:

- 33267**Salary**:

- £18,086 - 19,478 per year**Sector**:
**Commercial**

**Location**:
**New Milton

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