Contact Centre Supervisor: Lead, Coach & Drive Sales (AI)

Brellis Recruitment Ltd; Charlton; On-site; GBP 27,000 - 36,000; Full time

Job summary

Brellis Recruitment Ltd is helping a well established manufacturer recruit a Contact Centre Supervisor to lead a busy team across live chat, text and email, driving sales as well as service. Reporting to the Contact Centre Manager, you’ll coach advisors, manage real-time queues, monitor performance and help shape how AI chat and human agents work together.

This is a hands-on, on-site role on the Charlton site in the United Kingdom, with a focus on delivering quick, helpful responses and a smooth

Qualifications

• Experience as a supervisor or team leader in a contact centre.
• Track record in sales, ideally with targets or commission.
• Calm, confident approach to complaints and difficult conversations.
• Fair, firm and supportive style of managing people.
• 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, 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.

Skills

Team leadership

Sales focus

KPIs & queue mgmt

Excel & reporting

Tools

8x8

AI/chat tools

Job description

Brellis Recruitment Ltd is helping a well established manufacturer recruit a Contact Centre Supervisor to lead a busy team across live chat, text and email, driving sales as well as service. Reporting to the Contact Centre Manager, you’ll coach advisors, manage real-time queues, monitor performance and help shape how AI chat and human agents work together.

This is a hands-on, on-site role on the Charlton site in the United Kingdom, with a focus on delivering quick, helpful responses and a smooth