Call Centre Supervisor
We are looking to recruit for a well known retail based organisation who specialise in the supply of home furnishings. The organisation have grown from strength to strength over the past few years and their turnover has quadrupled over the last seven years. The organisation currently have over 100 staff staff working over various different sites with a head office in the area and a call centre with an FTE of approx 35 - 40 advisors. They are looking to recruit for a new permanent call centre manager/supervisor to manage the advisor's on a day to day basis. The role will be shared with another supervisor and you will report into the Head of the Call Centre. The call centre is an outbound operations however there is no cold calling it is all generated interested from customers and turning enquiries in appointments and sales.
The Role
The brief of the role is to manager the call centre and to run the call centre efficiently and effectively ensuring activity is high so that sales KPIS are met. You will need to be a candidate with good management experience within a call centre environment and have the experience of dealing with difficult staff situations.
Duties
Managing a team of up to 30 - 40 outbound advisors
Responsible for coming up with buzz sessions in order to set the team up for the day
Monitoring of each of the advisor's KPIs and activity on daily basis
Carrying out daily coaching sessions with the team
Carrying out various 121 meetings with each individual to carry out performance reviews and set new coaching plans in place.
Holding disciplinary meetings whenever necessary
Reviewing and monitoring of call centre stats
attending various meetings with the Head of the Call Centre and various Directors
Introducing various incentives and prizes to drive the call centres performance
Responsible for recruitment of new staff as and when required including the interviewing of staff
Liaising with various key stakeholders and branch support in order to solve any problems or queries
Experience Required
We are looking for strong call centre candidates who have gained experience managing a team for at two years
Experience of dealing with difficult situations
Confident to lead a team of outbound sales advisors and motivating
Excellent communication skills
Experience and an understanding of call centre technology
Benefits
Excellent bonuses and incentives
Free car parking
Excellent new office environment
28 days holiday
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