Call Center Supvisor (Bracknell)

We have an urgent requirement for an experienced Call Centre Supervisor for a customer in the Bracknell area.

The role in brief:

- Provide supervision of a team within a call centre
- Assign tasks accordingly to achieve objectives
- Drive the customer experience to achieve the set goals within the team
- Works cross-functionally managing a single team.
- Coach and mentor other team members
- Monitor the team's performance
- Ensure that all SLA's are met on a regular basis
- Develop & implement continuous improvement program to increase productivity, product knowledge, efficiency & reduce cost
- Collaborative with process manager, on-site liaison and service management team to improve procedures to deliver high quality services.

Ensure performance results are in accordance with SLA's, key measures and the operating plans.

Experience required:

- 6-8 years of relevant experience within a call centre supervisor role (24/7)
- Some leadership/management skills would be of benefit
- Good analytical and problem solving skills. Able to identify specific customer needs and drive closure to identified customer issues.
- Able to coach and mentor others. Innovates, Inclusive, Simplifies, Decides, Customer First, Personal Effectiveness, Engages Others.

Monitor & evaluate the performance of the team in all areas, including positive recognition & rewards, addressing individual performance improvements and identifying training gaps or needs. - Conflict management experience
- Customer orientated
- Excel, MS - Access & Powerpoint.
- Excellent knowledge in Inbound, Outbound, Email, Chat process and Inbound and Outbound Logistics.
- Excellent communication and presentation skills/customer interaction