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Call Centre Supervisor

About Unbiased

With Unbiased, you can manage all of life’s biggest decisions in one place. Find the experts to support you at every step, see what’s on the horizon, plan ahead and be ready for the unexpected.

We have big ambitions to revolutionise how people make the biggest decisions in their life, so they can ensure they are making the right plans for their future. We have a talented team who share our vision and know that to be the best at what we do, we need to be relentless about progress. We are a team of doers who move quickly, collaborate and learn from our mistakes.

We are enjoying this exciting journey we are on – we are helping people and shaping a growing business at the same time.

The Role

The Call Centre Supervisor is essential to the smooth day to day running of our sales and customer success operation. Focused on optimising our daily operation with a focus on managing agent up-time and productivity, customer experience and resolving escalations and reporting.  Working closely with the Sales & Customer Success Manager, you will be focused on targets and assisting with recruitment, training, support, guidance and the motivational needs of the team to successfully meet them. You will plan and implement call centre strategies and operations; improving systems processes and sales. You will ensure that monthly KPI’s are met, whilst ensuring service levels are maintained and all calls are answered and dealt with quickly and professionally. 

You'll be responsible for...
  • Working with clients to ensure smooth business relationship
  • Coach & develop the call centre team to ensure best practice in sales & customer service management and performance
  • Set and drive challenging KPIs to drive sales and a high level of customer success for the call centre
  • Evaluate training and development needs for the team through monitoring and listening to calls to improve quality, minimise errors and improve performance, customer service and efficiency of all areas of responsibility
  • Prepare call centre performance KPIs by collecting, analysing and summarising data and trends
  • Assist in improving and implementing in processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.)
  • Advise on and handle complex customer service problems to ensure a satisfactory conclusion and that service levels are maintained
To succeed, you'll need...
  • 5+ years in management, sales or customer success
  • Proven experience as a Team Leader, Supervisor or a similar position
  • Proficient in MS Office and call centre equipment/software programs (Zendesk preferred)
  • Excellent service delivery and customer service skills
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and operational procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Outstanding communication and interpersonal skills
  • Excellent organisational and leadership skills with a problem-solving ability
  • Experience of managing a small team with the ability to motivate and develop staff
  • A flexible and “can-do” attitude – we are growing and change can be quick, an ability to contribute and adapt to that change will be key!


Job Type: Permanent

Or, know someone who would be a perfect fit? Let them know!

London

12-14 Berry St
EC1V 0JR London Directions people@unbiased.co.uk

Perks & Benefits

Along with being based in a vibrant office in trendy Clerkenwell, a few of our awesome benefits include:

  • 23 days' annual leave

    Plus time off between Christmas and New Year (enjoy, relax and overeat!)

  • Learning and Development

    £1000 individual training budget per person for you to use to develop yourself - PLUS, Lunch & Learns and leadership development

  • Super fun socials

    Festivals, pub quizzes, chocolate making, poker nights, ping pong (the list goes on!)

  • Extras...

    Generous employer pension scheme, cycle to work scheme, season ticket loan and death in service (which we hope that you will never need)

What makes us different?

We are an ever-growing business so therefore attracting, engaging and retaining top talent is at the core of everything we do. We think our behaviours sum us up pretty well: act lean, be collaborative, think differently and learn from mistakes. 

We have weekly bake-offs (good luck trying to get out of it!), poker nights and team lunches. But more importantly we have opportunities for growth, development and career progression. 

 

Already working at Unbiased?

Let’s recruit together and find your next colleague.

email
@unbiased.co.uk
  • Andrew Cowan
  • Camilla Hall
  • Frances Knight
  • Ido Sebban
  • Jules Kennedy
  • Karen Barrett
  • Lea Hartkopf
  • Nick Green
  • Pim Piers
  • Sherinne Abdou
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