Contact Centre Day Shift Supervisor Job
We are seeking a dedicated individual to lead and motivate a high-performing inbound customer service team in our Contact Centre.
About this role:
* Oversee the day-to-day activities of the 24/7 Faults and Emergency Contact Centre, ensuring efficient and effective delivery of exceptional customer service.
* Build and maintain key stakeholder relationships both internal and external.
* Contribute to the establishment and maintenance of meaningful metrics to measure and improve service quality.
* Cultivate a culture of collaboration and accountability within the team.
Key responsibilities include:
* Managing telephony workflows and wall boards.
* Developing and maintaining a 24/7 Shift Roster to ensure business continuity.
* Preparing monthly contact centre reports to inform performance against KPIs.
* Providing high level communications across a broad range of stakeholders.
Requirements:
* Demonstrated experience supervising a contact centre with proven ability to influence and gain cooperation from teams or individuals.
* Excellent communication skills, including the ability to communicate effectively and sensitively with vulnerable people.
* Able to 'self-start' and organise a complex workload under tight deadlines.
What we're looking for:
We're seeking an experienced professional who can demonstrate their expertise in providing exceptional customer support, leading high-performing teams, and driving results-oriented initiatives.