Callout Supervisor - Nights
Location: Keighley
Time Type: Full Time
Posted On: Posted Yesterday
Job Requisition ID: R0643154
Working Hours: Monday - Friday 22:00 - 06:30 and to work 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, ensuring effective 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 the established guidelines and budgets.
The Supervisor executes customer centricity in their respective team, develops their team, and ensures operational excellence, whilst being able to step in and pick up 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 behaviour 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 behaviour.
* Remains part of the operational team working to a 60% supervisory and 40% operational split during daily operations.
Analyse, Organize and Optimize Teams 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 customers’ complaints of 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 and pays 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 are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and daily practice. We follow ethical business practices and seek to develop a culture of working together where co-workers trust and respect each other, and good performance is recognized. We are proud to offer a range of experiences and opportunities that will help you achieve your career and personal goals and enable you to live a healthy and balanced life.
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