Office / Call Centre Supervisor in Woking - CV-Library

Office/ Call Centre Supervisor
 
Location: Woking
 
Hours of work: Monday to Friday core working hours
 
Salary: £29,000 to £30,500
 
Dynamite recruitment is working in partnership with a very well-established service provider who have multiple sites across the UK
Due to growth plans out client is now expanding their Woking Office and is looking to recruit an Office / Call Centre Supervisor to join the team.
 
You will be working in a call centre environment with Call handlers and a Scheduler. Your primary responsibility will be managing a team of Call Handlers ensuring they are recording the right information onto the systems and issuing the right information to third parties in order to meet customers’ needs.
You will also be responsible for the supervision of a small administration team, recruiting and inducting staff, developing, and supporting the team through 1-2-1s ensuring they understand the end-to-end process of their position.
To succeed in this role, it is essential you have a positive, professional, and versatile attitude always and can remain level-headed, demonstrating leadership for your team and making rational and proactive decisions in a constantly changing and dynamic environment. 

As an Office / Call Centre Supervisor you will be responsible for

Ensuring that you understand the end-to-end process of delivering the perfect service for the customer and the key responsibilities in achieving this for all the roles involved in this process.
Training, coaching and developing a team of Call Handlers and Administrators to follow the correct process highlighting trends or issues as they occur so that improvements can be made to the process by everyone.
Monitoring the performance of the team through analysis
Coach and train the team to treat customers as they would expect to be
Recruit, induct Call Handlers and Administrators#
Complete probations once key probation objectives have been demonstrated.
Undertake regular One-to-One’s to identify key achievements, areas to improve and personal objective
Manage conflict, issues, and poor performance of your team to achieve a positive outcome for the company and contract.
Highlighting issues and trends to the Supervisors / Managers in relation to quality of workmanship
Ensure the Management Systems, and any other system(s) used to deliver the service, are updated in a timely and accurate way.
Supervising a small team of administrators to undertake administration tasks
Collect and collate client satisfaction feedback and report on trends and improvement ideas.
Lead improvement projects to improve the service delivery to our clients.
To be willing and able to participate in the out-of-hours escalation  
The ideal Office / Call Centre Supervisor will have / be

Will have at least two years of experience in supervising a team
Be proficient and confident in your use of MS Office
Comfortable in a changing and evolving environment demonstrating a level head to the team and enjoy the challenge.
Possess good interpersonal skills and ability to communicate at all levels in a professional manner
To be able to challenge and be challenged.
Be comfortable in dealing with all staff to motivate and direct them to assist you in improving the service.
Be a team player by understanding what it is to be a part of a team, sharing experiences and learning.
Be able to self-manage and be self-motivated, prioritising work and have a desire to solve problems.
Understand customer service and can coach and supervise a team to provide a professional service in all circumstances.
Good geographical understanding of the Working area including main highways, the best routes, and travel times between different locations.  
 
REQUIRED QUALIFICATIONS

GCSE or equivalent grade C or above in Maths and English.  
To be considered please submit your CV Immediately
 
INDDYN