Callout Supervisor - Nights
Location: Keighley
Time Type: Full-time
Posted On: Yesterday
Job Requisition ID: R0643154
Working Hours: Monday - Friday 22:00 - 06:30 and one weekend in four.
This position would suit those with Dispatch Planning experience as you will be responsible for maintaining an efficient workflow, prioritizing jobs effectively, scheduling, and ensuring that the team can handle calls from different geographic areas, liaising with clients to ensure that engineers arrive at their call outs on time and at the right destination to service our client’s needs.
Purpose:
The Callout Supervisor for Nights evaluates, develops, and leads the contact centre through the night team ensuring quality standards and Kone dispatch strategy is implemented and executed effectively, consistently, and according to established guidelines and budgets.
The Supervisor executes customer centricity within their team, develops their team, and ensures operational excellence, whilst being able to step in and manage both call and email workload should the need arise.
Key Responsibilities:
* Coordinates and directs the nightly operations of the team.
* Supports and enforces call centre expectations, departmental and corporate policies and procedures.
* Manages night operations and tasks for a work group while performing key operational tasks when necessary to ensure deadlines are met.
* People management, e.g., setting targets, conducting PDPs and IDPs for team members.
* Facilitates information sharing and creates a collaborative working environment.
* Drives competence and process adherence.
* Drives behavior to represent KONE as one team towards the customer.
* Monitors and leads the performance and KPI/SLA adherence of the team.
* Keeps an eye on short- and long-term development.
* Resolves daily work issues and escalates more complex issues to their Manager.
* Demonstrates role model behavior.
* Remains part of the operational team working to a 60% supervisory and 40% operational split during daily operations.
Analyze, Organize and Optimize Team Operations:
* Ensures teams compliance with company policies.
* Ensures processes are followed according to defined global processes.
* Implements and ensures proper working of new tools/processes/systems.
* Meets KPI targets on call handling and email response as well as safety alerts and entrapments.
Manage Customer Service Admins and Agents:
* Ensures continuous skill level upgrades.
* Creates a friendly and desirable working environment to minimize turnover rate.
Customer Management:
* Ensures customer complaints from the call centre are promptly replied to and followed up.
Skills & Experiences:
* Team management experience is desirable while working within a busy contact centre environment is essential.
* Dispatch Planning experience is beneficial.
* Demonstrated competency to manage and maintain day to day operations specific to a functional team.
* Sound communication and listening skills.
* Complaint handling and resolving any queries.
* Well-organized with attention to detail.
* Good written and spoken English.
* Proficient in Word, Excel, and Outlook.
* Experience in SAP, CRM, and Salesforce is desirable.
At KONE, we focus on building an innovative culture of collaboration where we value the contribution of every individual. Employee engagement is a key area of interest for us. We encourage participation and sharing of information and ideas. Sustainability is an integral part of our culture and daily operations. We practice ethical business and strive to develop a culture of collaboration where colleagues trust and respect each other, and good performance is recognized among peers. As an excellent workplace, we proudly offer a wide range of opportunities that facilitate the achievement of professional and personal goals and enable a healthy, balanced life.
For more information, please visit www.kone.com/careers.
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