Contact Center Supervisor

Romford Full-Time No home office possible

This range is provided by HCLTech. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Uses and displays in depth knowledge of the financial services industry and provides a technical reference point for the team and other departments

Identify areas of risk within the department and liaise with management to offer and implement appropriate resolutions.
Ensure the team meets regulatory, legislative and company standards.
Supervise the team’s inbound call queues and outbound call queue by effective workflow management, whilst also achieving agreed Service Level Agreements and implementing agreed changes.
Ensure through robust capacity planning that suitably trained team members are in place at all times and are allocated to deal with anticipated volumes.
Deal with manager call back requests in a timely fashion.
Maximise productivity and utilization, whilst also meeting agreed quality standards.
Day to day management of the performance of individuals within the call centre.
Set team/individual objectives and follow up with 121s and bi-annual appraisals.
Provide effective training and support to colleagues with regard to development and changing practices.
Ensure cross training to eliminate key dependency.
Produce and analyse weekly and monthly MI.
Understand root causes of complaints and breaches through investigation and provide feedback to individuals or the team.

Control

Assist Contact Centre Manager to ensure audit activity is fully supported and actions completed within timescales.
Comply with all HCLIBS policies and procedures.
Comply with HCLIBS Management Standards.

Reporting to:

Accountability: