About Company
Are you ready to elevate your career in a dynamic, people-centric environment? Hiring.zycto is a rapidly growing company renowned for fostering talent and delivering exceptional customer experiences. We believe in empowering our teams, providing the tools and support supervisors need to truly thrive and lead. For a Call Centre Supervisor, our commitment to operational excellence and employee development means you’ll be joining a forward-thinking organisation where your leadership directly impacts success. Come shape the future of customer service with us, where your evening leadership will make a significant difference.
Job Description
Hiring.zycto is seeking a highly motivated and experienced Call Centre Supervisor to lead our evening operations in Cardiff, Wales. This pivotal role requires a natural leader who excels at motivating teams, optimising performance, and ensuring an outstanding customer experience during our busiest evening hours. As a Call Centre Supervisor, you will be responsible for overseeing a dedicated team of customer service representatives, guiding them to meet and exceed service level agreements, and driving continuous improvement in a fast-paced environment. You will be the cornerstone of our evening operations, ensuring seamless communication, efficient problem-solving, and a positive, productive work atmosphere. This isn’t just about managing a team; it’s about mentoring individuals, fostering a culture of excellence, and contributing directly to the success of our customer-focused mission. If you’re passionate about people, performance, and making a tangible impact, we want to hear from you. Join us and help shape the future of customer service at Hiring.zycto.
Key Responsibilities
- Supervise, coach, and develop a team of Call Centre Agents during evening shifts, ensuring high levels of motivation, engagement, and performance.
- Monitor agent performance against key metrics (e.g., call quality, average handling time, resolution rates) and provide constructive feedback.
- Handle escalated customer inquiries and complex issues, ensuring timely and effective resolution.
- Conduct regular one-to-one coaching sessions, team meetings, and performance reviews.
- Identify training needs and work with the training department to implement development programs.
- Ensure adherence to company policies, procedures, and service standards.
- Manage shift schedules, breaks, and daily operations to maintain optimal staffing levels.
- Contribute to the continuous improvement of call centre processes and customer service strategies.
- Prepare and present regular reports on team performance and operational insights.
- Maintain a positive and supportive work environment, fostering teamwork and professional growth.
Required Skills
- Proven experience as a Call Centre Supervisor or Team Leader, ideally with evening shift management experience.
- Exceptional leadership, coaching, and motivational skills.
- Strong understanding of call centre operations, metrics, and best practices.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and call centre technologies.
- Demonstrated ability to resolve complex customer issues effectively.
- Strong analytical and problem-solving abilities.
- Ability to work effectively under pressure in a fast-paced environment.
- Solid organisational skills with attention to detail.
Preferred Qualifications
- Relevant industry certifications (e.g., ICM, Customer Service NVQ).
- Experience with workforce management (WFM) software.
- Familiarity with quality assurance methodologies in a call centre setting.
- Experience in a specific industry sector relevant to Hiring.zycto's operations (e.g., finance, telecom, utilities).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Generous paid time off and public holidays.
- Opportunities for professional development and career advancement.
- Employee recognition programs.
- Modern, supportive on-site working environment in central Cardiff.
- Employee assistance program.
- Free on-site parking or subsidised public transport options.
- Team social events and activities.
How to Apply
Ready to lead a thriving evening team? Click on the application link below to submit your CV and cover letter, outlining your experience and why you are the ideal candidate for this Call Centre Supervisor role with Hiring.zycto. We look forward to reviewing your application and exploring how you can contribute to our success.