Sheehy Motor Group is currently inviting applications for a dynamic Call Centre Supervisor to grow the company’s volume and revenue in line with agreed plans. As a Call Centre Supervisor, you will be responsible for overseeing and managing the day-to-day operations of the call centre team. You will lead a team of customer service representatives, ensuring they meet performance targets, provide excellent customer service, and adhere to established policies and procedures. The Call Centre Supervisor will play a key role in optimising productivity, fostering a positive work environment, and driving continuous improvement within the call centre. This is an excellent opportunity for a motivated individual to develop and progress their career with a company that rewards hard work and dedication.
Key Responsibilities:
Team Leadership:
- Lead and motivate a team of customer service representatives.
- Conduct regular team meetings to communicate updates, address concerns, and provide training.
- Foster a positive and collaborative team culture to enhance overall morale and performance.
Performance Management:
- Set performance targets and key performance indicators (KPIs) for the team.
- Monitor individual and team performance, providing constructive feedback and coaching as needed.
- Implement strategies to improve efficiency and meet service level agreements (SLAs).
Training & Development:
- Identify training needs and coordinate training sessions for new and existing team members.
- Ensure that team members are equipped with the necessary knowledge and skills to excel in their roles.
Quality Assurance:
- Monitor and evaluate customer interactions to ensure high-quality service delivery.
- Implement and maintain quality assurance standards, providing feedback and coaching for improvement.
Process Improvement:
- Collaborate with other departments to identify opportunities for process improvement.
- Implement changes to streamline workflows and enhance overall efficiency.
Customer Service:
- Address escalated customer concerns and provide resolution in a timely and professional manner.
- Ensure that the team maintains a customer-centric approach in all interactions.
Reporting and Analysis:
- Generate regular reports on team performance, highlighting key metrics and trends.
- Analyse data to identify areas for improvement and develop action plans accordingly.
Compliance:
- Ensure that the team adheres to company policies, procedures, and regulatory requirements.
- Stay updated on industry best practices and implement necessary changes to maintain compliance.
Communication:
- Effectively communicate with other departments and management to address issues and provide updates.
- Act as a liaison between front-line staff and upper management.
Qualifications and Skills:
- Bachelor's degree preferably.
- A minimum of 3/4 years' aftersales experience within the Irish motor industry and/or proven supervisory experience in a call centre environment.
- A minimum of 3-4 years in a supervisory or managerial role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to use data to drive decision-making.
- Familiarity with call centre technologies and software.
- Ability to work in a fast-paced and dynamic environment.
- Problem-solving and decision-making capabilities.
- Customer-focused mindset with a commitment to delivering high-quality service.
The Call Centre Supervisor will play a crucial role in ensuring the overall success of the call centre by leading and supporting a high-performing team dedicated to providing exceptional customer service.
Job Type: Full-time
Pay: €34,000.00-€40,000.00 per year
Benefits:
- Bike to work scheme
- Company events
- Employee assistance program
- Employee discount
- On-site parking
- Sick pay
- Store discount
- Wellness program
Application question(s):
- Do you have Aftersales Service experience within the Motor Industry?
Education:
Experience:
- Supervisory : 3 years (required)
Licence/Certification:
- Irish Drivers Licence (required)
Work authorisation:
Work Location: In person
