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.
**Please note this is a secondment position for 9-12 months**
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.
