Credit Operations Supervisor - E-commerce

Job Description

Our Customer Services department requires a supervisor with a real passion for retail and commitment to a high level of customer service, to work in our Ecommerce team. The purpose of this role is to ensure the day to day management of a team of agents and to drive excellent service delivery through coaching and team engagement.

Key Responsibilities

• Motivate agents to achieve team / business goals
• Identify training needs, sharing these with the Department manager and Training team
• Be a subject matter expert supporting and facilitating training sessions with team members
• Recognize and acknowledge high performance and accomplishments
• Ensure that all behaviours are addressed immediately
• Communicates information in a timely, accurate and understood manner to all team members
• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required Resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to achieve
• Drive teams performance on systems and all metrics
• Track and accurately update operational performance files for agents on a weekly basis
• Compiling and sending reports as required by the business for relevant updates

Qualifications and Experience

• Proven work experience as a team leader or supervisor, within a customer service / call centre environment
• In-depth knowledge of Call Centre performance metrics, standards and best practice
• Good PC skills, especially MS Excel
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills
• Matric qualification essential
• Basic ‘Vision-Nexus’ experience will be advantageous
• Availability and willingness to work overtime/public holidays where required by the business
• Excellent level of proficiency in written & spoken English
• UK call centre experience advantageous

Competencies

• Customer Focus
• Adaptability & Flexibility
• Quality Focus
• Problem Solving Ability
• Coaching
• Conflict Resolution
• Decision-Making Ability