Contact Centre Supervisor

Brellis Recruitment; Hartlebury; On-site; GBP 26,000 - 36,000; Full time

Job summary

Brellis Recruitment Ltd is seeking a Supervisory professional for a busy UK contact centre. You will lead a floor of advisors across phone, live chat, text and email, driving sales while delivering excellent service.

You will coach, monitor performance and handle escalations, partnering with AI tools to optimize processes. This on-site role focuses on effective people management and KPI achievement.

Qualifications

• Experience supervising or leading a team in a contact centre.
• Track record in sales with targets or commissions.
• Calm, confident approach to complaints and difficult conversations.
• Fair, firm and supportive people management style.
• Good knowledge of contact centre KPIs and real-time queue management.
• Comfort with Excel and reporting.
• Interest in how AI can help customers and advisors.

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.
• 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 quickly.
• Manage attendance, holidays and absence, and plan cover for seasonal peaks.
• Use wallboards and reporting to track performance and spot issues early.
• Train new starters and keep product and process knowledge up to date.
• Help improve the AI chat advisor by feeding back on customer questions.

Skills

Supervisory experience

Sales targets

Complaint handling

People management

KPIs & queue management

Excel & reporting

AI awareness

8x8 platform

AI chat integration

Tools

8x8 cloud contact centre

AI chat assistant

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 8x8 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 8x8 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