Overview
Operations Support Supervisor
role at Circet IRE & UK.
Reports to the
Operations Support Manager
.
Job Purpose: The Control Centre Supervisor will oversee a team of customer service agents, ensuring performance against client KPIs and maintaining high standards of operational delivery.
This role acts as a key link between the back office and field operations teams, driving collaboration, efficiency, and customer satisfaction.
Responsibilities
Lead, motivate, and coach back office agents to achieve targets and maintain morale.
Schedule shifts and manage daily staffing levels to ensure optimal coverage.
Conduct regular performance reviews, provide feedback, and develop plans.
Act as a liaison between Works Control Centre, support agents, and the client database to ensure effective information flow.
Coordinate service updates, appointment schedules, and customer escalations with field operations.
Ensure seamless communication between call center and field teams to support efficient field service delivery.
Assist with troubleshooting and resolving field-related queries impacting customer interactions.
Key Accountabilities
Daily operations management and KPI/SLAs tracking (e.g., call handling times, resolution rates, customer satisfaction).
Compile performance reports and provide actionable insights to management.
Proactively address performance issues and implement corrective measures.
Coordinate with field operations to support service updates and escalation handling.
Health & Safety
Uphold and enforce company policies, procedures, and quality standards.
Implement and monitor call center protocols to maintain data protection.
Desirable Skills
Experience liaising with field or technical operations teams.
Coaching or mentoring qualifications.
A proactive, solution-focused mindset with a customer-first attitude.
Requirements
Proven experience in a supervisory or team leader role within a contact centre.
Strong understanding of KPIs and performance metrics.
Excellent communication and interpersonal skills.
Ability to multi-task and adapt in a fast-paced, changing environment.
Competency in reporting tools and CRM systems.
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