Contact Centre Supervisor

Confidential; England; On-site; GBP 26,000 - 38,000; Full time

Job summary

Confidential is seeking a Supervisor for a busy contact centre in the UK. You will lead a team across phone, live chat, text and email, ensuring fast, helpful responses and driving sales alongside service. You’ll manage real-time queues and coach staff to achieve targets while supporting AI chat initiatives.

You’ll work with delivery, after sales and quality teams to resolve issues and improve customer experience. A calm, fair leadership style is essential.

Qualifications

• Experience as a supervisor or team leader in a contact centre or strong advisor ready to step up.

Responsibilities

• Lead, motivate and support a team of advisors day to day, on the floor and hands-on.
• Manage queues in real time to hit answer rates and chat response times, moving people where they're needed.
• Coach advisors to grow sales, including on higher-value products.
• Monitor calls and chats, give clear feedback and run regular one-to-ones.
• Handle escalated calls and complaints, putting things right for customers fairly and quickly.
• Manage attendance, holidays and absence, and help plan cover for seasonal peaks.
• Train new starters and keep product and process knowledge up to date.
• Help improve our AI chat advisor by spotting gaps and feeding back on what customers ask.

Skills

Leadership

Sales focus

Customer service

Communication

Coaching

Tools

Excel

CRM software

8x8 / cloud contact centre

Job description

Our client is a well established, market leading manufacturer that supplies to wholesalers and direct consumers.

Their contact centre helps customers choose the right products, place their order and get support right through to delivery and beyond. We’re looking for a Supervisor who loves a busy floor, gets the best out of people and is as passionate about sales as they are about service.

The role

Reporting to our Contact Centre Manager, you'll lead a team of advisors across phone, live chat, text and email. You'll make sure customers get a quick, helpful answer every time, help the team turn conversations into sales, and keep the day running smoothly.

You'll be working with our Holly AI Advisor, our AI chat assistant, which handles routine questions so advisors can focus on higher-value conversations. You'll help shape how AI and people work together to give customers a better experience.

What you'll do

• Lead, motivate and support a team of advisors day to day, on the floor and hands-on
• Manage queues in real time to hit answer rates and chat response times, moving people where they're needed
• Coach advisors to grow sales, including on higher-value products
• Monitor calls and chats, give clear feedback and run regular one-to-ones
• Handle escalated calls and complaints, putting things right for customers fairly and quickly
• Manage attendance, holidays and absence, and help plan cover for seasonal peaks
• Use 8x 8 wallboards and reporting to track performance and spot issues early
• Train new starters and keep product and process knowledge up to date
• Help improve our AI chat advisor by spotting gaps and feeding back on what customers ask
• Work with delivery, after sales and quality teams to resolve problems and stop them happening again

What you'll bring

• Experience as a supervisor or team leader in a contact centre, or a strong advisor ready to step up
• A track record in sales, ideally with targets or commission
• A calm, confident approach to complaints and difficult conversations
• A fair, firm and supportive style of managing people
• Good knowledge of contact centre KPIs and real-time queue management
• Confidence with Excel and reporting
• Comfort with technology, and an interest in how AI can help customers and advisors

It would be great if you also have

• Experience of 8x 8 or a similar cloud contact centre platform
• Experience working alongside a chatbot or virtual agent
• A background in e-commerce, home and garden or high-value consumer products
• Working knowledge of UK consumer rights

INDL