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.
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