Inbound Contact Centre Supervisor
1 month ago
We are looking for an experienced Inbound Contact Centre Supervisor to join our team at Peoples Partnership.
As an Inbound Contact Centre Supervisor, you will be responsible for overseeing the day-to-day operations of our contact centre, ensuring that our customers receive exceptional service and support.
Key Responsibilities:
- To supervise and motivate a team of customer service representatives, providing guidance and coaching to ensure they have the skills and knowledge required to deliver excellent customer service.
- To develop and implement effective processes and procedures to improve customer satisfaction, resolution rates, and overall performance of the contact centre.
- To maintain high levels of customer satisfaction by identifying and resolving customer complaints and issues in a timely and efficient manner.
- To analyze and report on key performance indicators (KPIs) such as first contact resolution (FCR), average handling time (AHT), and customer satisfaction (CSAT).
- To collaborate with other departments, such as sales and marketing, to identify opportunities for growth and improvement.
About the Role:
- This is a full-time position based in our Customer Support Hub.
- The ideal candidate will have experience in a customer-facing role, preferably in a call centre or contact centre environment.
- We offer a competitive salary package including 25 days holiday + bank holidays + Birthday off + 2 volunteering days.
- We provide comprehensive training and development opportunities to help you grow your career.
- We offer a subsidised canteen with a variety of food options and a rewards scheme with discounts on supermarkets, cinema tickets, and more.
Salary: £30,000 - £35,000 per annum depending on experience.
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