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Contact Centre Supervisor

4 months ago

Glasgow, United Kingdom Group SRS Full time

**SRS Partnership** are currently on the lookout for an experienced Contact Centre Supervisor to effectively manage Team Leaders & support them in the management of their teams along with deputising for and supporting the Contact Centre Manager.

**Key Responsibilities**:

- Attendance Management, including Welfare Visits and Return to Work interviews.
- Carry out disciplinary, investigation and conduct meetings.
- Support & coach Team Leaders.
- Carry our Team Leader monthly 1-1’s and assess their 121 meetings with their teams.
- Yearly Appraisals for Team Leaders.
- Colleague performance management, Support on performance management - performance improvement planning, disciplinary, investigation and conduct meetings.
- Management information reports for senior management teams.
- Overseeing end to end recruitment.
- Motivate teams to encourage positive attitude.
- Strong knowledge of Right to Work and GDPR guidelines.
- Communicate fluently & confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues.
- To always represent the Company in a professional and competent manner and develop strong working relationships with Colleagues.
- To visibly demonstrate enthusiasm and positive behaviour.

**To be Considered for this you should have**:

- Working knowledge of Helpdesk environment.
- Ability to manage a team of Call Centre Operators and Team Leaders.
- Ability to extract, collate and present performance data relevant to the business.
- Ability to motivate staff to drive the business.
- Strong customer service skills.
- Flexible approach to working hours.
- Effective communication skills both written and verbal.
- Previous experience of delivering presentations to management.

**What’s in it for you?**
- Staff Discount card.
- Fully paid training.
- 33 days holiday.
- Hybrid working.
- On-site parking.
- **Please note this role requires a high degree of flexibility with regards to working hours as it is a 24 hour out of hours operation. Cover will be required across all shifts on a 1 week in 2 on-call rotas where high level of responsibility will be required. **_

**Job Type**: Fixed term contract

**Salary**: £27,500.00 per year

**Benefits**:

- Company pension
- Employee discount
- On-site parking

**Experience**:

- contact centre supervisor: 1 year (preferred)

Ability to Commute:

- Glasgow, Glasgow (required)

Ability to Relocate:

- Glasgow, Glasgow: Relocate before starting work (required)

Work Location: In person