Sales Supervisor wanted!
Brook Street are currently recruiting for a large Contact Centre based in Peterlee.
Due to expansion of the business, our client is looking to recruit a number of various positions within the Contact Centre, ranging from Advisors to Supervisors.
You will benefit from an excellent rate of pay with Permanent opportunities within the business.
To supervise a team of front line Personal Lending Sales Agents, dealing with calls received and made by telephone, from new and existing Loan Group customers.
To ensure that all customer calls and correspondence are handled professionally and courteously in accordance with Company policies and procedures and within defined service level agreements.
To achieve Needs Met targets and Customer Outcomes monthly to drive business results
KEY RESPONSIBILITIES AND TASKS
"Day to Day Supervision and support of Sales Agents managing and handling customer calls for new and existing loans and associated financial products from multiple channels, within a 7 day shift environment.
"Day to Day Supervision and support to ensure that the operation runs to agreed turnaround and service standards and productivity levels.
"Manage and feed back staff performance using, Scorecards, monthly 1-2-1s, and FPR`s.
"Identify and encourage staff development opportunities, liaising with the Training Team where necessary.
"Manage sickness and disciplinary issues as appropriate.
"Act as a referral point for escalated calls.
"Ensure calls are handled according to procedures, within required timescales, and in accordance with regulatory requirements.
"Ensure and monitor accurate recording of customer data.
"Provide team direction in setting and achieving goals and objectives.
"Strive to achieve and exceed client and customer expectations.
"Ensure Agents carry out work in accordance with the Management manual and lower level procedures.
"Commitment to continuous process improvement.
"Provide cover for other Supervisors in times of absence.
"Work with senior managers on new business initiatives and implementations, which impact on the organisation.
"Demonstrate a pro active leadership style by encouraging and motivating employees to participate in enhancing the business.
"Address and resolve employee issues, concerns and suggestions
If you would like to hear more on this particular role, please send your CV