About Company
Hiring.zycto is not just a workplace; it’s a launchpad for leaders in customer operations. We believe exceptional service starts with empowered teams, and that’s where you come in. Joining us means becoming part of a dynamic environment where your leadership skills will thrive, shaping the customer experience for thousands. We foster a culture of continuous improvement, innovation, and genuine care for both our customers and our colleagues. Here, your ability to inspire and guide a team directly contributes to our collective success and propels your professional growth within a supportive, forward-thinking organization.
Job Description
Are you a natural leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced environment, motivating teams to achieve peak performance? Hiring.zycto is seeking a dedicated and dynamic Team Supervisor to lead our Customer Operations team in Swinton, Manchester. This is an exciting opportunity to make a significant impact on our customer satisfaction and operational excellence.
As a Team Supervisor, you will be at the heart of our customer interactions, responsible for overseeing a team of Customer Operations Representatives. Your primary goal will be to ensure our customers receive world-class support while fostering a positive, productive, and high-performing team culture. You’ll be instrumental in coaching, mentoring, and developing your team, empowering them to resolve complex inquiries efficiently and with empathy. This role demands a proactive individual with strong analytical skills, capable of identifying trends, implementing process improvements, and contributing to strategic initiatives that enhance the overall customer journey.
We are looking for someone who can not only manage daily operations but also inspire growth and create an environment where team members feel valued and supported. You’ll be the go-to person for escalated issues, a mentor for professional development, and a key contributor to our continuous improvement efforts. If you’re ready to take on a challenging yet rewarding role, driving both individual and team success within a company that truly values its people and its customers, then we encourage you to apply. Join Hiring.zycto and help us define the future of customer operations!
Key Responsibilities
- Lead, motivate, and manage a team of Customer Operations Representatives to achieve individual and team performance targets.
- Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback for continuous improvement.
- Handle escalated customer inquiries, complaints, and complex issues with professionalism and effective resolution strategies.
- Monitor team performance against key performance indicators (KPIs) such as service level agreements, customer satisfaction, and resolution times.
- Ensure adherence to company policies, procedures, and quality standards in all customer interactions.
- Identify training needs and assist in the development and delivery of training programs for team members.
- Collaborate with other departments to streamline processes, improve service delivery, and enhance the overall customer experience.
- Analyse operational data and customer feedback to identify trends, root causes, and propose solutions for process improvements.
- Contribute to workforce management activities including scheduling, attendance management, and resource allocation.
- Foster a positive, collaborative, and engaging work environment that encourages team spirit and professional growth.
Required Skills
- Proven experience (minimum 4 years) in a customer service environment, with at least 2 years in a supervisory or team lead role.
- Exceptional leadership, coaching, and team management abilities.
- Outstanding communication skills, both verbal and written, with the ability to articulate complex information clearly.
- Strong problem-solving and decision-making skills, especially under pressure.
- Proficiency in using CRM systems and customer service software.
- Demonstrated ability to analyse data and use insights to drive operational improvements.
- Excellent interpersonal skills, with the ability to build rapport and manage stakeholder relationships.
- A proactive approach to identifying and resolving issues, with a focus on continuous improvement.
- Ability to work effectively in a fast-paced and dynamic environment.
Preferred Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- Experience with workforce management (WFM) tools and methodologies.
- Certification in Lean Six Sigma, ITIL, or other process improvement frameworks.
- Previous experience in the technology, telecommunications, or financial services industry.
- Multilingual capabilities (e.g., French, German, Spanish).
Perks & Benefits
- Competitive salary package with performance-based bonuses.
- Comprehensive health, dental, and vision insurance coverage.
- Generous paid time off, including holidays and sick leave.
- Opportunities for professional development and career advancement.
- Access to an employee assistance program (EAP).
- Modern, collaborative, and vibrant office environment.
- Company-sponsored social events and team-building activities.
- Pension scheme contributions.
- Employee discounts on various products and services.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and why they are the ideal fit for this role. We look forward to reviewing your application!