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Support Team Supervisor

1 week ago

Athlone, County Westmeath, Ireland Placeme Recruitment Full time
About The Role:

We are seeking a Support Team Supervisor to join our team at Placeme Recruitment. As a key member of our customer service team, you will be responsible for leading a group of customer service representatives. Your primary goal will be to build strong relationships with our customer base and proactively manage customer expectations.

In this role, you will be expected to resolve emerging problems quickly and efficiently, while ensuring that your team meets the key performance metrics required by the business. You will also be responsible for providing ongoing support to your team members, guiding them in performing their duties and offering high-level mentorship.

Key Responsibilities Include:
  • Working closely with the Contact Centre Manager and Supervisory team to achieve shared goals.
  • Formulating targets for both individual employees and the broader team.
  • Onboarding new staff members and providing continuous support to enhance their performance.
  • Providing observational feedback and one-on-one appraisals to evaluate employee performance.
  • Measuring performance using key metrics such as call abandonment and call waiting times.
  • Handling complaints and providing solutions and options efficiently.
  • Ensuring all colleagues understand and comply with all performance standards, objectives, and policies.
  • Providing KPI reports to stakeholders on a regular basis.
  • Exploring new opportunities and solutions to add value to the wider team.

Required Skills and Qualifications:
- Strong leadership abilities with the capacity to work under pressure while inspiring and motivating team members.
- Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly.
- Proactive and organised, with the capacity to multitask efficiently.
- Self-motivated and enthusiastic, with a passion for delivering exceptional results.
- Experienced problem-solver able to tackle complex situations and find effective solutions.