Job Title: -
Operations Support Supervisor
Position Reports To: -
Operations Support Manager
Job Purpose Summary: -
The Control Centre Supervisor will oversee a team of customer service agents, ensuring exceptional 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.
Key Responsibilities: -
* Team Leadership* Supervise, 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, feedback sessions, monthly team meeting's and development planning.
Your role as supervisor is a pivotal role for the successful running of the
CIRCET GROUP
contracts - All information flows through you in both directions from Works Control Centre to support agent and the client's database
.
Key Accountabilities: -
Manage Daily Work
* KPI Management* Monitor individual and team performance against client SLAs and KPIs (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
* Operational Support* Act as point of contact for field operations, coordinating service updates, appointment schedules, and customer escalations
* 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
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