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- Supporting the Managers to ensure the team is providing excellent customer service and meeting department SLAsÂ
- Maintaining awareness of contact volumes and resources available to ensure the team is working effectively throughout the dayÂ
- Identifying potential issues and communicating them with the Managers
- Managing, capturing, and resolving customer escalations and complaints from the team effectively
- Actively monitoring timekeeping and task adherence across the teamÂ
- Visible and accessible to the teamÂ
- Conducting a concise up-to-date handover at the end of each shift to the incoming supervisor/team
- Working collaboratively with the Quality & Training team to support the onboarding of new team members
- Supporting management to maintain a happy and motivated teamÂ
- Proven experience supervising a customer service team
- An effective communicator who uses diplomacy and sensitivity with a high standard of written and verbal EnglishÂ
- Ability to be assertive in providing constructive feedback and in your decision-making
- Ability to keep calm in a crisis and be highly organised, set priorities, and flex these when neededÂ
- Confidence using IT and learning new software and systems.
