YOUR IMPACT

• Manage & motivate a team of Contact Centre Agents to handle inbound enquiries in line with service standards and procedures and to provide a high level of customer service to meet established goals.
• Escalate any issues to improve service levels and streamline processes.
• Take ownership of our Pre-Travel NPS surveys
• Monitor & report on agency/customer needs and implement processes to enhance customer experience.
• Analyse call performance, production & quality of work
• Act as a point of escalation for all complaints, working closely with all internal departments to successfully resolve.
• Assist with supporting and training of new staff, when required
• Take ownership and coordinate special operational projects & tasks.
• Have a complete knowledge of and work in line with MSC Service Standards & Procedures and share with the team
• Contribute ideas for training & participate in coaching & monitoring to ensure service levels are met as required supporting the Quality team.
• Run daily reports and deliver morning team briefings.
• Work across the entire contact centre to actively support the team with their daily duties.
• Carry out SMART monthly 1-1s, probation reviews & annual appraisals
• Manage disciplinary and grievance procedures
• Hit/Exceed team KPIS by analysing data/trends and closely monitoring performance and taking any necessary action

As a member of the senior team within the busy, vibrant Contact Centre, the Contact Centre Supervisor is responsible for managing the day to day activities & performance of their team of Contact Centre Agents, this includes managing work load and assisting with any issues.
In addition, the Contact Centre Supervisor will help with recruiting, training and coaching their team and work with other managers to work on continuous improving service levels to both direct customers and travel agents. We need a good communicator who can motivate their team and leads by example in order to achieve or exceed team KPIs and targets.