Cache of job #14101567

Job Title

Supervisor - Waterford

Employer

Hartley People

Location

Waterford

Description

We are currently looking for a Supervisor to join a Waterford based contact centre. The primary responsibility of this role is to manage the Contact Centre in order to deliver on quality and efficiency metrics, coach, develop Customer Solution Specialists (CSS), and manage the day-to-day operations of the Contact Centre. The role will work on a rotation from 2pm to 10pm, 3pm to 11pm & 5pm to 1am. Job Responsibilities: Call Quality, Call Observation and Feedback: Monitoring and observing each CSS job performance on a regular basis. Coaching and Development: Providing feedback to CSS’s regarding their work to help the employee become more knowledgeable and proficient, making use of all available systems, tools, training, and reference materials. Agent Performance and Schedule Adherence: Review of historical and/or real time reports from the call management system on a daily basis to manage schedule adherence for their team. People Management: Deals with occurrences of absence & punctuality whenever they occur. Liaising with the management team regarding appropriate action. Ensures open lines of communication across the business and informs employees, where appropriate, of changes within the business as directed by management. Report Review Reviews reports on a daily basis and signs off on exceptions as required according to establishes guidelines. Requirements & Competencies: Previous coaching / advisory experience – 3 – 5 years. People Management / supervisory experience – essential. Previous customer service experience. Third Level Qualification – Business, HR, People Management or Coaching – desirable. Strong organizational skills, sales, customer service an interpersonal skills. Strong analytical and technical. Able to handle personal and confidential information. Able to deal with personnel under circumstances requiring tact and diplomacy. Proven ability to perform in a fast-paced, continuously changing environment. An excellent package is available for this role including but not limited to Competitive Salary and Employer Pension Scheme. Interested? Call Greg on Hartley People’s office number 051 878 813 or email your CV in response to this job posting. Hartley People Recruitment work to the highest ethical standards within our industry and we value the trust that you place in us when you send your CV. We can provide a full consultation in confidence and we guarantee that your CV will not be sent to any of our clients without your prior consent. Hartley People also recruit for similar roles such as Stability Technician, Quality Assurance Technician / QA Technician,, Quality Assurance Specialist / QA Specialist, Quality Assurance Officer / QA Officer, Quality Assurance Engineer / QA Engineer, Quality Assurance Manager / QA Manager, Quality Systems Manager, Regulatory Affairs Specialist, Regulatory Affairs Manager, Validation Engineer, Process Engineer, CSV Engineer.

Date Added

1504 days ago

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