Contact Centre Supervisor - Redhill, United Kingdom - WTW

WTW

Verified Company

Redhill, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are looking for customer service focused individuals to join our team.

As a Contact Centre Supervisor your role will be varied, responsibilities include coaching/mentoring, quality monitoring, driving performance, supporting projects and answering inbound interactions / escalations.

The Role

Coach team members to optimize efficiency, monitoring progress against SLAs / KPIs
Produce accurate reports and monitor trends in data
Support Contact Centre projects and upskilling of colleagues
Aim to answer caller queries on first contact as often as possible, using the 'selfserve' opportunities WTW provide online where appropriate
Develop and maintain scheme / system knowledge
Work efficiently to hit individual and team targets

The Requirements

Keen to provide an exceptional service, with a positive and caller focused attitude
Good communication skills (listening, spoken and written)
Natural problem solver, able to work to a high level of accuracy
Able to work well under pressure and meet targets
Computer literate
Contact Centre / Customer Service experience required
Experience mentoring more junior associates required
Experience working to SLA's / KPI's beneficial
Excellent customer service skills essential
Good time management

At WTW, we believe difference makes us stronger.

We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day.

We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organization. We embrace all types of diversity.

**Equal Opportunity Employer