Contact Centre Supervisor: Lead Sales & Service

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

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.