Contact Centre Supervisor: Lead, Coach & AI-Enhanced Sales

Brellis Recruitment Ltd; 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

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.