Call Center Supervisor

Call Centre Supervisor urgently required for a 1 year contract in Peterborough for a leading solutions provider.

You will be responsible for single or multiples LOBS, Manage day-to-day operational activities including setting targets, SLA management, preparing/executing operational reports. Absenteeism, attrition management, Ensure performance results are in accordance with SLA's, key measures and the operating plans. Collabarative with process manager, on-site liaison and service management team to improve procedures to deliver high quality services. Identify, Develop & implement continuous improvement program to increase productivity, product knowledge, effeciency & reduce cost. Monitor & evaluate the performance of the team in all areas, including positive recognition & rewards, addressing individual performance improvements and identifying training gaps or needs and assist team members to resolve problems and/or escalate issues to deliver integrated leadership if appropriate.

The ideal candidate will be a graduate with at least 5 years experience of operating within a Call Centre environment. Excellent knowledge in Inbound, Outbound, Email, Chat process and Inbound and Outbound Logistics. Conflict management/team management skills. Proficient in MS - Excel, MS - Access & Powerpoint. Excellent communication and presentation skills/customer interaction, possessing strong analytical skills.Michael Bailey International is acting as an Employment Business in relation to this vacancy.