Contact Centre Supervisor

• Continually look to improve customer satisfaction and minimise customer dissatisfaction. Collating feedback and presenting to senior management.
• Role modelling and promoting best practice on all calls, emails, and all other customer contact.
• Being the point of escalation for calls.
• Implementing and maintaining KPIs such as call completion time and number of tickets solved per day.
• Evaluating performance reports to best manage the day, making real time adjustments.
• Participation in call grading, ensuring consistency in coaching approach, call quality and service.
• People management activities including sign off of employee timesheets, managing absence, one to one reviews and completing personal development plans.
• Attending and contributing to weekly and monthly performance review meetings.
• Responsible for the ongoing coaching & development of all team members, ensuring that everyone is equipped with the necessary knowledge and tools to succeed and hit sales targets.
• Creating an environment that rewards, recognises and encourages success at every level. Immerse and engage team of 8 – 12 customer service advisors in both the vision and values of The Wave.
• Ensuring the team remain connected to the wider organisation and involved with company operations.

Skills and Attributes

• Demonstrable aptitude for IT, including good working knowledge of contact centre platforms (BOS and ZenDesk) and all Microsoft packages.
• An ability to work under pressure, with a drive and determination to achieve the best – a can do attitude.
• Great people skills, with an ability to motivate and inspire team members and customers.
• Excellent organisational and time-management skills.
• A strong desire to get people active and to engage with surfing.
• Strong attention to detail with the ability to spot trends and errors.
• Analytical skills, being able to view KPI stats in order to make improvements.  
• Proven experience in the efficient and successful running of a contact centre
• A proactive and ambitious mindset, with a desire to ‘muck-in’!
• A passion for sustainability, health and wellbeing and the natural world.

• Continually look to improve customer satisfaction and minimise customer dissatisfaction. Collating feedback and presenting to senior management.
• Role modelling and promoting best practice on all calls, emails, and all other customer contact.
• Being the point of escalation for calls.
• Implementing and maintaining KPIs such as call completion time and number of tickets solved per day.
• Evaluating performance reports to best manage the day, making real time adjustments.
• Participation in call grading, ensuring consistency in coaching approach, call quality and service.
• People management activities including sign off of employee timesheets, managing absence, one to one reviews and completing personal development plans.
• Attending and contributing to weekly and monthly performance review meetings.
• Responsible for the ongoing coaching & development of all team members, ensuring that everyone is equipped with the necessary knowledge and tools to succeed and hit sales targets.
• Creating an environment that rewards, recognises and encourages success at every level. Immerse and engage team of 8 – 12 customer service advisors in both the vision and values of The Wave.
• Ensuring the team remain connected to the wider organisation and involved with company operations.

Skills and Attributes

• Demonstrable aptitude for IT, including good working knowledge of contact centre platforms (BOS and ZenDesk) and all Microsoft packages.
• An ability to work under pressure, with a drive and determination to achieve the best – a can do attitude.
• Great people skills, with an ability to motivate and inspire team members and customers.
• Excellent organisational and time-management skills.
• A strong desire to get people active and to engage with surfing.
• Strong attention to detail with the ability to spot trends and errors.
• Analytical skills, being able to view KPI stats in order to make improvements.  
• Proven experience in the efficient and successful running of a contact centre
• A proactive and ambitious mindset, with a desire to ‘muck-in’!
• A passion for sustainability, health and wellbeing and the natural world.