Description:
Agent Team Supervisor – Heidelberg Materials
Purpose of the Role
Working closely with the Agent Team Manager and the other Agent Team Supervisors, you will be responsible for leading, developing and motivating a team of between 10 -15 Customer Service Agents to meet our business goals and objectives and helping the wider Customer Service team to build strong engagement and a quality customer experience.
A day in the life:
Leadership and Performance :
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Lead, manage, and support team members to consistently achieve performance targets.
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Foster individual development and motivation.
Team Synergy and Morale :
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Maintain team cohesion and morale to achieve Hanson’s business goals.
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Promote a positive work environment.
Coaching and Mentoring :
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Provide on-the-job coaching and mentoring.
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Set clear goals, offer constructive feedback, and create learning opportunities.
Celebrating Success :
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Cultivate a culture of high performance.
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Celebrate achievements.
Customer Issue Resolution :
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Serve as a point of contact for Customer Service Agents.
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Escalate and resolve difficult customer issues promptly.
Effective Communication :
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Handle customer calls and manage order functions.
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Drive best practices across the agent team.
Leading by Example :
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Demonstrate self-management and positive influence.
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Act as a role model, embodying Heidelberg Materials’s values.
Knowledge and Experience:
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Proven ability to lead a team to achieve goals and build mutually rewarding relationships among team members
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An ability to influence, develop and coach ensuring the delivery of a positive and engaged customer experience
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Demonstrated experience in people leadership
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Demonstrated ability to quickly and effectively identify trends and opportunities
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Sound judgment skills with the ability to interpret evaluate and disseminate information
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Great organisational & problem-solving skills
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Ability to create winning team cultures that fosters growth, development and high performance
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Leadership experience in a call centre is highly valued, especially when combined with familiarity in working with call centre AI technologies
Our Perks
An attractive salary along with a comprehensive structured induction training program is provided to new team members. After successfully completing the probationary period, a quarterly bonus, along with ongoing training, development and global career opportunities are just some of the benefits you will receive as part of the Heidelberg Materials Customer Service Centre team.