Call Centre Supervisor

NQC Ltd ,
Manchester, Greater Manchester
More Details
Job Type: Full-time
Salary: £22,400 per annum

Overview

Call Centre Supervisor- Job Description Purpose of Post The Call Centre Supervisor will manage a team of Multi-Lingual Representatives to ensure the delivery of a professional support and customer service to the suppliers and clients using NQC Ltd online based products. The Call Centre Supervisor will be responsible for ensuring Representatives meet the required targets set for the team and that agreed processes are adhered to. Key Responsibilities To supervise the workload of the team, allocating team members to optimise service provision and support across the hours of the operation of the Call Centre. To supervise, coach and monitor the team of Representatives and organise regular team meetings, and support the appraisal and personal development process with the Service Delivery Manager. Liaising with stakeholders to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of stakeholders. To ensure that the team follows established procedures for outbound calls and inbound queries, including logging, processing and progress chasing queries, adhering to agreed SLAs and quality standards to maximise customer satisfaction. To ensure statistical information is produced, collated and analysed as required to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements. Essential Skills and Experience Fluency in English and a prominent Asian Language (Mandarin, Japanese or Korean) both spoken and written Experience in a high volume outbound calling environment Experience of making over 100/150 calls per day would be beneficial Location- Manchester Salary- £22,400 per annum Closing Date- 11th April 2020

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