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Contact Centre Team Supervisor

Contact Centre Team Supervisor

  • Location

    Birmingham, West Midlands

  • Sector:

    Office Support

  • Job type:

    Permanent

  • Salary:

    £27000.00 - £29000.00 per annum

  • Contact:

    Jane Spearman

  • Contact email:

    janespearman@workwithglee.com

  • Job ref:

    BBBH28819_1651679182

  • Published:

    7 months ago

  • Expiry date:

    2022-05-21

  • Consultant:

    #

Passionate about all things people and driving customer satisfaction through your team? Looking for progression and development within a contact centre setting? We're recruiting for a Team Leader to join our client's growing Customer Support team in their contact centre in Birmingham.

You'll be pivotal in driving the daily delivery of the team's performance and ensure you identify all opportunities to deliver a first-class experience to your customers.

You will need you to

  • Coach and develop the Customer Support agents to ensure they are delivering an exceptional customer experience, every time!
  • Identify ways to continually improve your service, including implementing solutions to reoccurring themes
  • Develop specialist knowledge about your product, becoming an expert in the features and technical workings of the CRM system in order to spot problems that can be fixed permanently
  • Handle escalations, achieving personal targets by resolving the core issue
  • Maintain consistently high service by managing on-shift resources, prioritising required actions and responding to incidents
  • Manage the scheduling/rotas to ensure appropriate levels of cover for live "call" hours
  • Be a role model, live by the organisation's values and engaged workforce

Key Requirements

  • Experience in a customer service team lead or contact centre supervisor role
  • Experience of motivating a team of customer support specialists to ensure an engaged, successful team
  • Track record of coaching team members and getting the best out of those around you
  • Experience designing and delivering training as required
  • Highly adaptable, with a flexible approach and able to drive change
  • Experience in using CRM systems, Microsoft Office and a technology whizz!
  • Challenge the status quo and identify innovative solutions to problems
  • Empathy for our customers, with an awareness and focus on customer excellence

GleeTO

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