As part of our continued growth, we are now seeking two dedicated and professional Contact Centre Team Supervisors to join a newly formed team.
This is an exciting time to join us as we continue to expand in this area, providing new opportunities to learn and develop your skills as the team continues to evolve.
The role of a Contact Centre Team Supervisor is responsible for leading, coaching, and developing a high-performing team of Contact Centre Advisors to deliver exceptional customer service. These roles combine hands-on operational management with strong people leadership.
The successful candidates will oversee daily operations, ensure high-quality service delivery, and motivate team members to achieve organisational goals. Fluency in English, along with strong leadership and communication skills, are essential for this role.
Both of these roles will be based in our newly refurbished offices in Exeter, which are vibrant and friendly, with a large proportion of our workforce based here.
Responsibilities:
* Lead, motivate, and develop team members
* Conduct 1:1s, coaching sessions, and reviews
* Drive engagement and positive team culture
* Monitor call queues and ensure service levels
* Manage rotas and absence cover
* Take calls during peak demand
* Handle escalations and complaints
* Support complex queries
* Monitor calls and provide feedback
* Maintain complaints log
* Ensure team training is up to date
* Ensure system access and resolve issues
* Work with councils and stakeholders
* Ensure office is maintained and secure
* Manage opening/closing responsibilities
Skills:
* Proven experience in supervising or managing contact centre teams with strong leadership and coaching capabilities.
* Excellent communication skills
* Strong analysis skills to interpret performance data and implement effective improvements.
* Demonstrated superivisory skills with the ability to motivate and develop a diverse team.
* Exceptional organisational skills with attention to detail and the ability to prioritise tasks effectively.
* Excellent interpersonal skills with a focus on fostering a positive team environment.
* Ability to adapt quickly in a fast-paced setting while maintaining high standards of service quality.