About the Job:
We are looking for an experienced Senior Supervisor to join our ambitious organisation, who can lead and deliver effective change and who has a passion for coaching and is able to realise improved operational performance and efficiencies through the motivation and development of the current team.
The key responsibilities of the Senior Supervisor are to:
·Provide direction for the team by leading and managing our two Nighthawk Supervisors;
·Carry out one to ones, training, appraisals and performance management discussions with team members on a regular basis;
·Produce and develop an array of dashboards and assist with analysis and actions;
·Work towards set targets and ensure the team are hitting these consistently;
·Assist with training, and development of our training process;
·Be available for high level complaints handling;
·Aid Nighthawk Lead and Service Delivery Manager in development of strategy and forward planning for the entire Nighthawk service;
·Create and amend processes and lead all subsequent conformance to process;
·Undertake regular call monitoring to provide feedback and coaching where needed;
·Ensure that quality standards are met through outstanding customer service and operational diligence.
To be successful as the Senior Supervisor you will:
·Have experience and be able to evidence a track record in leading teams and setting performance objectives within a call centre environment;
·Be a positive and approachable individual with excellent interpersonal skills;
·Be a strategic and innovative thinker, who is responsive to both the current and potential needs of the team and service as a whole;
·Be flexible to potentially cover additional shifts including evenings and weekends, sometimes with little notice;
·Have the ability to motivate and develop staff, and to inspire and lead by example;
·Be driven, highly organised, and able to balance a challenging and varied workload effectively;
·Have a good level of familiarity/expertise on Excel;
·Have an extremely high level of verbal and written communication skills.