Operations-onboarding Supervisor-based Edinburgh

3 weeks ago

Edinburgh, United Kingdom Ipsos Full time

**_Are you looking to develop a career in within one of the world’s largest Research Organisations?_**

Our
**CATI **(Computer-Assisted Telephone Interview) network is the largest global network, capturing more telephone interviews annually than any other research company. Our CATI contact centre is based in Edinburgh is looking for an Onboarding Supervisor with great communication skills, who is collaborative and proactive and wants to be part of a goal orientated team.

**The role**:
The Onboarding Supervisor is based in our Edinburgh CATI center and would be required to ensure the company onboarding requirements are met to produce a motivated and skilled pool of agents. It will also involve identifying and recommending updates to the agent training modules and onboarding process as and when required.

This role will offer hybrid working from our Edinburgh office and very occasional weekend work.

**What will I be doing?**
This will be a varied and interesting role including:

- Demonstrate understanding of job costing process and the importance of the effective financial management of projects
- Demonstrate understanding of how one’s actions impact on job costs and profitability
- To communicate frequently with the Training and Recruitment manager, Office manager and other senior managers to gain a mutual understanding of, and agreement with, training plans, agent needs, initiatives and schedules
- To assist in the recruitment process when necessary
- To provide day to day administrative support with the tools relating to the onboarding of new agents and support of existing agents
- To ensure the company onboarding requirements are met to produce a motivated and skilled pool of agents
- To identify and recommended updates to the agent training modules and onboarding process as and when required
- To adhere to all administrational requirements with regards to agent onboarding
- To adhere to all Ipsos admin requirements with regards to agent documentation
- To establish and maintain the standards for cleanliness, safety and equipment readiness in the contact centre
- To effectively and frequently communicate training expectations to the Training and Recruitment manager and senior management team
- Work effectively with members of the team and internal clients - Provide guidance, support and coaching to agents new to the company
- Demonstrate an increasing understanding of the team and company strategy, business objectives and plans, and their individual contribution to them

**What do I need to bring with me?**
To be successful in this role you will need the following skills and experience:

- Builds effective relationships within the team, with suppliers (internal and external) and with line manager, through honest and open relationships
- Speaks positively about work, colleagues and the future
- Listens to and understands others’ points of view
- Understands the need for and uses different communication styles and methods according to the ‘audience’ or the message
- Communicates clearly and objectively - written and spoken
- Listens effectively, picks out the appropriate information
- Chooses the right actions following communication
- Asks relevant questions and seeks clarification/ additional detail where necessary
- Demonstrates an ability to multitask and is flexible when requirements change
- Recognises when to say no and helps to find an alternative solution Creativity
- Offers ideas and suggestions for improvement
- Offers solutions rather than problems Supporting change
- Shows a willingness to embrace change for business improvement and client focus
- Is intellectually curious, constructively challenges existing thinking, systems and processes
- Displays a positive, ‘can do’ attitude
- Demonstrates pro-activity in supporting colleagues and the team, e.g. offering one’s help during very busy times, putting oneself forward
- Looks for ways of making clients‘ lives easier Organisation
- Demonstrates the ability to prioritise, prepare and plan well
- Demonstrates the ability to manage others’ expectations effectively
- Demonstrates self-awareness: understands own strengths and limitations
- Takes ownership of tasks - delivers as promised, when promised to colleagues/ clients
- Demonstrates the ability to check work thoroughly showing good attention to detail
- Takes pride in producing the best outputs possible
- Complies with companies operating practices and quality processes, e.g. costing procedures, fieldwork monitoring, timesheets, etc.
- Develop skills to give and receive constructive feedback within the team

**About us**

Our culture is unique - we have the entrepreneurial spirit and quirkiness of a small boutique, but we also have the resources, scale and diversity of a large global agency. We have more bright, friendly, hard-working and enthusiastic people, from more backgrounds, with more interests, skills and experiences to learn from. Our values are based on our diver

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