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Customer Service Centre Supervisor job description
* Managing the day to day running of the APC You will be directly responsible for the management of 3 Team Leaders and must oversee all contracts/responsibilities for which they are responsible.
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Job Summary-Customer Service Centre Supervisor job description
Main responsibilities-Customer Service Centre Supervisor job description
You must ensure that Team Leaders are chasing down calls to ensure calls are answered within the specified KPI/SLA.
* Handling escalated calls from clients in order to ensure that complex queries and complaints are handled swiftly and effectively Investigating and actioning all complaints that may are received in respect of the level of service provided by the APC.
* Communicating positively and effectively with the staff on an individual and team basis in order to ensure a regular and consistent flow of business focussed communication.
* Motivating the individuals within the team in order to generate a vibrant, positive, team oriented culture which is focussed on delivering outstanding customer service.
* Responsible for producing full training plans for all new and existing staff to ensure the highest level of Customer Service is supplied
* Absence management for team, including return to work interviews.
* PDR`s for all members of team, completed within company deadlines.
* Preparing shift rotas and covering and holiday or absence periods.
* Recruitment of new staff when required. Ensuring excellent levels of customer service and service delivery are maintained/ exceeded.
* Monthly monitoring for all staff. This will be followed by a monthly meeting with each team member on their strengths and weaknesses.
* Ensuring team leaders supply any additional training identified.
* Ability and confidence to demonstrate all areas of the APC to existing and new clients.
* Responsible for successful mobilisations of new contracts within the APC.
* Proactively deputise all core activities undertaken by the APC manager during their absence.
* Work with the APC Manager to review the APC P&L, with responsibility for effective cost control and profit delivery, through business development, and current contract enhancements.
* Ensuring that the Centre is properly manned by appropriately trained staff 100% of the time to ensure that service delivery is not impeded due to lack of resources.
* Flexibility on working hours Ability and willingness to deal with out of hours calls to ensure seamless service to our clients.
* Coaching and motivating staff to ensure retention and optimum performance
* Able to attend site visits/meetings.
* Crystal report writing
* General administration tasks.
Knowledge, Skills and Abilities-Customer Service Centre Supervisor job description
Service Centre Supervisor job description
* Leadership Skills
* Customer Service Skills
* Excellent communication and persuasive techniques
* Team Building Skills
* Planning and Organisational Skills
* Assertiveness Skills
* Strong Presentation Skills
* A resourceful problem solver
* Thorough attention to detail
* Patience and diplomacy
* Motivational Skills
* Drive and determination
* A `can do` attitude
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Customer Service Centre Supervisor job description
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