Night Shift Supervisor - Sheffield, United Kingdom - Unity Connect

Unity Connect

Verified Company

Sheffield, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Call Center Night Shift Supervisor

Location:
Sheffield

Position Type:
Full-time, Night Shift

Salary:
£30,000 - £35,000 DOE

About Us:

Unity Connect are a multi-faceted company dealing with the requirements of customer service across several platforms. We pride ourselves on delivering exceptional customer service round the clock.

As we expand our operations, we are seeking a dedicated and experienced Call Center Night Shift Supervisor to join our team.

Job Summary:

Responsibilities:

Contact customers who have attempted to make a purchase through our website and have been unsuccessful in placing their order.
Help those customers complete their purchase and upsell additional products where appropriate
Record information in relevant databases
Have contact with customers to understand their needs and maximise sales opportunities
Leading by example and driving the night team to a high level of performance
Supervise and manage a team of call center representatives during night shifts.
Provide coaching, mentoring, and performance feedback to team members to ensure high productivity and quality customer service.
Monitor call center metrics, including call volume, response times, and customer satisfaction, and take necessary actions to meet or exceed performance targets.
Handle escalated customer inquiries or complaints and ensure timely resolution.
Develop and implement strategies to improve call center efficiency and effectiveness.
Conduct regular performance evaluations and implement training programs as needed to enhance team skills and knowledge.
Maintain accurate records of call center activities and prepare reports for management review.
Collaborate with other departments to address customer issues and improve overall service delivery.
Ensure compliance with company policies, procedures, and industry regulations.

Requirements:

Proven experience in a call center environment, with at least 2 years in a supervisory or leadership role.
Excellent communication skills, both verbal and written.
Strong leadership and team management abilities.
Ability to work efficiently in a fastpaced environment and handle multiple tasks simultaneously.
Proficiency in Microsoft Office Suite and call center software.
Flexibility to work night shifts and weekends as required.
Knowledge of customer service principles and practices.
Problemsolving skills and the ability to make decisions under pressure.

Benefits: