Contact Centre

**About EMaC**
EMaC is a great place to work and learn. The pace is fast, we have a strong team spirit and there’s a real buzz about the environment. To help you settle in and feel at home, we’ll provide you with a full business induction plus structured training, personal development, and job benefits. Our view is that if we can help your career to grow, you’ll be helping us grow as a business - everyone wins.

EMaC work in close partnership with vehicle manufacturers and dealerships to strengthen their aftersales relationships with their customers, creating positive experiences that lead to increased loyalty, customer retention and greater revenues.

Our core products are Service Plans and Maintenance, but we’re not just limited to these.

As the leading Aftersales Partner to the UK automotive industry, we have a live book of 1.7 million customers and drive a combined £250M of aftersales revenue into the UK network, annually, through our range of solutions.

We use reliable, highly evolved platforms to integrate our systems with our clients’. We offer customer service that is second-to-none and we take responsibility so that our clients can focus on their strengths, knowing that their customers are in great hands.

**Job Purpose / Summary of Role**:
The Contact Centre Supervisor will be responsible for managing and leading our contact centre team, overseeing the day-to-day performance of our employees, client account performance, departmental goals and service deadlines, whilst ensuring the delivery of professional customer service within a sales focused

You will manage the department through team engagement, overseeing completion of operational work streams, ensuring profitability, and maintaining sales related targets and service levels.

Reporting to the Operations Manager, the Contact Centre Supervisor will lead the team to maximise sales outputs both in line with the operational directive and the overall business strategy.

Working in close conjunction with EMaC’s key stakeholders and a number of key contacts amongst our suppliers and partners, the leader will be confident in gathering feedback, setting, and managing expectations.

They will regularly review data and forecasts in line with targets and resourcing and ensure a consistent sales performance.

The leader will develop all team members through 1-2-1s, PDPs, training and coaching in line with the goals and outputs for the department. They will conduct the monthly performance reporting, feedback the findings and assist with working on any areas for improvement. They will use QA and reporting to drive improvement to processes and practices completed within the team.

They will guide the team whilst managing workload prioritisation. They will collate MI on a daily, weekly, and monthly basis. They will work in association with the Operations Manager to prepare this MI for presentation to the Operational Managers and Heads of Department and present when required.

The leader will assist recruiting new team members to the department when required. Following on from this they will onboard, induct and organise the training and provide ongoing support for the new starter and the existing team.

**Role Requirements**:

- Work Hours_: Full-time (37.5 hours per week), with hybrid options for on-site or remote work
- Experience:_ A minimum of 2 years of supervisory experience in a contact centre
- Salary_: Dependent on experience, with commission based on targets
- Deliver & drive sales performance in line with agreed targets.
- Monitor performance of individuals and department in line with company KPI’s.
- Encourage ways to ensure profitability and drive business revenue through recommendation of products and services.
- Support the sales strategy and statistics for the department.
- Take responsibility for ensuring the day-to-day operational activity within the business, meeting company SLA’s in terms of calls, data and campaign volume.
- Assist with onboarding of new clients by producing relevant scripts, training materials etc. to ensure smooth transfer from Commercial to Operations.
- Maintain strong relationships with all internal teams in the UK. Acting as a contact point for the department and assist with workload prioritisation.
- Maintain relationships and obtain feedback from internal and external clients to drive service improvements.
- Serve as an escalation point for client queries (both external and internal)
- Identify new opportunities for efficiencies using experience on prior campaign or program outcomes.
- Ensure compliance with all client sales and promotional guidelines.
- Address and rectify any shortcomings discovered during QA through coaching.
- Approve annual leave requests for the Departmental agents.
- Conduct return to work meetings following absence within the team and manage in line with company policy.
- Drive the development of the agents through 1-2-1s and Personal Development Programmes.
- Implement n