Senior Weekend Supervisor

Beko Europe; Peterborough; On-site; GBP 30,000 - 42,000; Full time

Job summary

Beko Europe in Peterborough is seeking a Senior Weekend Supervisor to lead the Contact Centre team on-site. You will manage advisors, monitor performance and ensure service levels, quality and productivity targets are met.

This role involves liaising with workforce planning, preparing reports, coaching staff, handling HR matters, and ensuring IT and telecom systems run smoothly. Weekend pattern is specific and compensation reflects this.

Qualifications

• Experience in contact centre management.
• Ability to lead and motivate a team.
• Experience with service level agreements and KPI reporting.
• Willingness to work weekends.

Responsibilities

• Lead and manage Contact Centre advisors.
• Deliver SLAs, sales targets, quality and productivity targets.
• Monitor schedules and break times for compliance.
• Prepare daily/weekly/monthly performance reports.
• Ensure effective use of IT/telecom systems and report issues.
• Provide coaching and feedback to agents.
• HR related duties including attendance and retention.

Skills

People management

Communication skills

Problem solving

Team player

Decision making

Tools

Genesys

Salesforce

MS Office

Job description

Manager: Contact Centre Business Manager, also with direct accountability to the Contact Centre Sales and Service Managers.

Function: Consumer Service

Department: Contact Centre

Location: On-Site, Peterborough UK

Beko Europe is UK market leader for kitchen appliances with brands including Hotpoint, Indesit and Whirlpool where on average they have a product in every UK home. It is also a popular career choice and in 2021 the company was awarded the title of ‘Top Employer’ by the Top Employer Institute for the fourth consecutive year. The company currently employs around 1,000 staff at its UK headquarters in Peterborough across a variety of roles.

Are you a problem-solver and team player, with ambition and a skill for leading and bringing a team together?Then this could be the role for you!

In this role as Senior Weekend Supervisor, you will learn about and interact with other business areas, helping to grow your skills AND your exposure in the Company.

This role will have an abnormal working pattern with specific compensation to reflect this.Please reach out to the hiring manager for more details.

Key Activities

• Responsible for Contact Centre advisors.
• Delivery of team service level agreements, sales targets, quality and productivity targets.
• Ensure targets are monitored, collated and fed back to the team regularly.
• Monitor break and lunch periods assigned for agents to ensure compliance with daily schedules.
• Analyse and monitor advisor performance management information.
• Liaise with the workforce planning team to maximise team effectiveness and manage call queues.
• To prepare reports as requested, providing daily, weekly and monthly performance reports for management identifying areas where there are problems and working with key managers/team supervisors from relevant departments to find solutions.
• To support the advisors to ensure that IT and telecommunications systems are utilised to their potential and that all advisors can utilise these to maximum effect, ensuring any defects or malfunctions of equipment are reported immediately.
• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience and sales compliance in every call.
• Make suggestions and where necessary make decisions on any matters, relating to improving revenue generation and customer satisfaction.
• People management, including all HR related issues, as well as staff development e.g. return to work, absence, disciplinary.
• To provide support and motivation, setting targets, incentives, development plans and objectives in-line with the visions and values of the company.
• Responsibility for development, appraisals, performance management, attendance and retention of advisors.
• Provide flexible management cover across the contact centres opening times and opening hours where necessary.
• As and when required, undertake other duties, as requested, within the Contact Centre.
• Ensure compliance with company EHS and GDPR.
• Ensuring the Genesys data table is amended in accordance with business requirements to accommodate service level agreements and targets.

Knowledge & Skills

• Knowledge of Contact Centre management and its key functions.
• Understanding of key service functions and internal relations.
• Knowledge of Contact Centre systems and processes.
• HR Process and procedure knowledge.
• Good operational and commercial knowledge.
• Ability to demonstrate strong people management skills.
• Ability to drive and achieve results through people.
• Sound computer skills including advanced knowledge of MS Office.
• Strong team player and role model, with a friendly and positive attitude.
• Excellent listening and communication skills.
• Problem-solver with the ability to make quick decisions.
• Enthusiastic, self-motivated, positive and resilient.
• Knowledge of Genesys processes and procedures would be beneficial but is not a requirement as training will be provided.
• Knowledge of Salesforce processes and procedures would be beneficial but is not a requirement as training will be provided.

KPIs

• Productivity: Adherence, Variances, Absence