About Company
Empowering teams to deliver exceptional service is at the heart of Career.zycto’s mission. For a dedicated Call Centre Supervisor overseeing evening operations, we offer a dynamic and supportive environment where your leadership will directly shape critical service periods. We’re passionate about fostering individual and team growth, ensuring every team member feels valued and equipped to succeed. Join us to make a tangible impact on customer satisfaction, advance your career, and thrive in an organisation committed to excellence during pivotal service hours.
Job Description
Are you a natural leader with a passion for exceptional customer service, seeking to make a significant impact during evening hours? Career.zycto is on the lookout for a highly motivated and experienced Call Centre Supervisor to lead our dedicated evening team in Bolton. This pivotal role requires someone who thrives in a fast-paced environment, can inspire and motivate a team, and is committed to maintaining the highest standards of service delivery.
As an Evening Hours Call Centre Supervisor, you will be instrumental in overseeing daily operations, ensuring our team meets and exceeds performance targets, and providing unparalleled support to our customers. You will be responsible for coaching, mentoring, and developing call centre agents, fostering a positive and productive work environment. Your ability to analyse data, identify trends, and implement effective solutions will be crucial in optimising our service quality and operational efficiency during the evening shift.
This isn’t just a job; it’s an opportunity to shape the customer experience during a critical service window and contribute directly to our success. We are looking for someone who can confidently handle escalated issues, maintain team morale, and ensure compliance with all company policies and procedures. If you possess a proactive approach, excellent problem-solving skills, and a genuine desire to lead a high-performing team, we encourage you to apply. Join Career.zycto and become a cornerstone of our evening operations, driving excellence and customer satisfaction.
Key Responsibilities
- Supervise and lead a team of call centre agents during evening hours, ensuring optimal performance and adherence to service level agreements.
- Conduct regular coaching sessions, performance reviews, and provide constructive feedback to foster continuous improvement and professional development.
- Monitor call quality, productivity, and adherence to company policies and procedures, implementing corrective actions as necessary.
- Handle escalated customer inquiries and complaints, ensuring swift and satisfactory resolutions while maintaining a high level of customer satisfaction.
- Develop and implement strategies to improve team performance, efficiency, and customer service standards.
- Prepare and present regular reports on team performance, service metrics, and operational challenges to management.
- Manage staff scheduling, breaks, and attendance to ensure adequate coverage and smooth operations during the evening shift.
- Facilitate team meetings and briefings to communicate updates, goals, and gather feedback from agents.
- Ensure compliance with all regulatory requirements and internal company guidelines.
- Identify training needs and collaborate with the training department to develop and deliver relevant programmes.
Required Skills
- Minimum of 3 years of experience in a call centre environment, with at least 1 year in a supervisory or team leader role.
- Demonstrable leadership and team management skills, with a proven ability to motivate and develop a diverse team.
- Exceptional communication skills, both verbal and written, with the ability to articulate clearly and professionally.
- Strong problem-solving and decision-making abilities, especially under pressure.
- Proficiency in using call centre software, CRM systems, and Microsoft Office Suite.
- Excellent customer service orientation and conflict resolution skills.
- Ability to work evening hours consistently.
- Strong analytical skills to interpret data and identify performance trends.
Preferred Qualifications
- NVQ Level 3 or higher in Customer Service, Business Administration, or a related field.
- Experience with specific contact centre technologies (e.g., Genesys, Five9, Zendesk).
- Familiarity with quality assurance methodologies and best practices in a contact centre setting.
- Additional language proficiency (e.g., French, German, Spanish).
Perks & Benefits
- Competitive salary package with evening shift differential.
- Comprehensive health and wellness benefits.
- Generous paid time off and holiday allowance.
- Opportunities for professional development and career advancement.
- Modern and supportive work environment.
- Employee recognition programs.
- Pension scheme.
How to Apply
Ready to lead our evening team to success? We encourage all qualified candidates to click on the link below to apply for this exciting opportunity. Please ensure your CV highlights your relevant supervisory experience and commitment to customer service excellence.
