Candidate Services Supervisor

3 weeks ago


Newry, United Kingdom Prometric Full time

**Reports To**: Senior Manager - Call Center

**Hours of Work**: 37.5 hours per week

**Location**: Dundalk, Co. Louth

SUMMARY

DUTIES & RESPONSIBILITIES
- Lead a team of 12+ direct reports; inspire, coach, develop, and motivate the team to ensure they are providing effective customer service in all customer interactions, delivering their commitments, and maximizing their potential
- Oversee the day-to-day operations of your assigned program and ensure that each individual meets program goals, such as service levels, quality, and staffing are met and exceeded consistently
- Drive a culture of continuous improvements, new approaches, and personal excellence
- Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers
- Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
- Work constructively with other functional areas throughout the organization, such as your peer group, quality assurance, training, and recruiting to share ideas and leverage best practices
- Develop and audit quality assurance strategies to ensure the delivery of world class service
- Be an ambassador for the Prometric culture - role model our values in everything you do
- Available to work flexible hours and weekends as required

QUALIFICATIONS & EXPERIENCE
- 3+ years in a Customer Service/Call Center environment, with 2+ years’ experience managing a team, and/or coaching others.
- Strong understanding of the call center environment and the key levers to enhance performance and achieve financial targets
- Result-oriented with a commitment to achieving personal, department, client, and company goals
- Ability to work in an ever-changing and fast paced environment and maintain focus on key priorities despite conflicting demands
- Impactful communication both written and verbal
- Ability to build a highly engaged, committed, and empowered workforce
- Must possess great people skills with an ability to relate to and to motivate people of diverse backgrounds and ages
- Experience providing customer service online via chat
- Bachelor’s degree is desirable

**Employee Benefits**:

- Pension Scheme
- Healthcare Scheme
- Life Assurance
- Employee Health and Wellbeing Innovative
- Enhanced Annual Leave
- 24/7 Employee Assistance Programme
- Enhanced Maternity/Paternity Leave
- Social Club
- Free carparking



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