Customer Service Agent Team Supervisor

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.
Leadership And Performance
A day in the life:
Lead, manage, and support team members to consistently achieve performance targets.Foster individual development and motivation.
Team Synergy And Morale
Maintain team cohesion and morale to achieve Hanson’s business goals.Promote a positive work environment.
Coaching And Mentoring
Provide on-the-job coaching and mentoring.Set clear goals, offer constructive feedback, and create learning opportunities.
Celebrating Success
Cultivate a culture of high performance.Celebrate achievements.
Customer Issue Resolution
Serve as a point of contact for Customer Service Agents.Escalate and resolve difficult customer issues promptly.
Effective Communication
Handle customer calls and manage order functions.Drive best practices across the agent team.
Leading By Example
Demonstrate self-management and positive influence.Act as a role model, embodying Heidelberg Materials’s values.
Knowledge And Experience
Proven ability to lead a team to achieve goals and build mutually rewarding relationships among team membersAn ability to influence, develop and coach ensuring the delivery of a positive and engaged customer experienceDemonstrated experience in people leadershipDemonstrated ability to quickly and effectively identify trends and opportunitiesSound judgment skills with the ability to interpret evaluate and disseminate informationGreat organisational & problem-solving skillsAbility to create winning team cultures that fosters growth, development and high performanceLeadership 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.